When Responding to a Customer's Complaint About One of Your

question 92

Multiple Choice

When responding to a customer's complaint about one of your company's services,you should

• A)soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
• B)use a generous,grudging tone.
• C)use a standard form letter with blanks left for filling in unique information in neat handwriting.
• D)avoid blaming anyone in your organization by name.
• E)identify who is specifically to blame.

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Definitions:

Expectancy Theory

A theory suggesting that individuals are motivated to perform or act a certain way because they are conditioned to expect a particular outcome.

Personally Meaningful Rewards

Incentives or acknowledgments that hold significant personal value to the recipient, thereby motivating or enhancing their engagement in specific activities or performance.

Recognition

The acknowledgment or appreciation of an individual's achievements or qualities.

Realistic Job Previews

A strategy used by organizations to provide prospective employees with an accurate view of what their job roles will entail, including both the positive and negative aspects.