When You're Responding to a Complaint from a Customer and Your

question 27

Multiple Choice

When you're responding to a complaint from a customer and your company is at fault,

• A)deflect the blame up the supply chain.
• B)maintain a professional demeanor.
• C)counter the complaint with logical arguments.
• D)remember that the best defense is a good offense.

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Definitions:

Legal Bases

The foundational laws, regulations, or principles upon which legal actions or decisions are grounded.

Audience Concerns

The questions, needs, or issues that are important to the audience or stakeholders, which should be addressed by the speaker or writer.

Quality Information

Data or facts that are accurate, reliable, and relevant, providing value to those who use it.

Inner Critic

The internal voice that judges and criticizes one's own actions or thoughts, often negatively impacting self-esteem and creativity.