When a Customer's Expectations Are Not Met,you Will Be More

question 12

Multiple Choice

When a customer's expectations are not met,you will be more successful rebuilding the relationship if you

• A)delay responding and hope the customer forgets about the complaint.
• B)send a letter.
• C)call the customer or schedule a face-to-face meeting.
• D)request that a supervisor contact the customer.

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Definitions:

Product Awareness

The extent to which potential customers recognize or are familiar with a product or brand.

Attitude

A person's feelings, beliefs, and behaviors toward a particular object, person, thing, or event, often guiding their choices and actions.

Lasting Evaluation

Refers to the ongoing process of assessing the long-term effects and outcomes of a product, service, or policy.

Heuristics

Rules of thumb or mental shortcuts that simplify decision-making processes.