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

question 51

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.

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Definitions:

Investment Policy Statement

A document drafted between a portfolio manager and a client that outlines general rules for the manager, including the client's objectives, risk tolerance, time horizon, and liquidity needs.

Scope and Purpose

"Scope and Purpose" defines the aims and boundaries of a project, policy, program, or strategy, outlining what it intends to achieve and the extent of its application.

Risk Requirements

Risk requirements define the level of risk that investors are willing and able to bear in their investment portfolios.