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

question 55

Multiple Choice

When a customer's expectations are not met, you will be more successful rebuilding the long-term 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.

---

Definitions:

Secondary-process Thought

Mature thought processes needed to deal rationally with the external world.

Ego Psychology

A school of psychoanalytic thought focused on the functions of the ego in dealing with the demands of the external world, inner desires, and self-esteem.

Freudian Psychoanalysis

A method of psychological theory and therapy initiated by Sigmund Freud, focusing on unconscious motives and conflicts.

Object Relations

A theory in psychoanalysis focusing on relationships with others, suggesting that the internalization of experiences with primary caregivers affects personality development and behavior.