StGeorge Bank Made a Commitment to Improving Customer Service

question 61

Multiple Choice

St.George Bank made a commitment to improving customer service.The program of improvements includes methods for creating opportunities while resolving complaints.One way St.George does this is by appropriately handling complaints from angry customers.What response does the bank teach employees to use when customers are angry?

• A)Do not waste time with apologies.
• B)Deal with the anger as well as the issue.
• C)Keep the discussion focused on the issue, not emotions.
• D)View complaints as a problem-an unwelcome 'moment of truth'.
• E)Transfer an angry caller to other employees until the customer calms down.

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Definitions:

Carpels

The female reproductive organs of a flower, comprising the stigma, style, and ovary, which may occur singly or fused together to form a compound ovary.

Ovary

A female reproductive organ in which ova or eggs are produced, present in humans and other vertebrates as a pair.

Stamen

The stamen is the male reproductive part of a flower composed of the anther and filament, responsible for producing pollen.

Volatile Chemicals

Substances that easily vaporize at normal temperatures and pressures, often having strong odors.