How Can Customer Complaints Provide the Firm with Great Value

question 72

Multiple Choice

How can customer complaints provide the firm with great value?

• A)Customer service representatives require on-the-job training.
• B)Resolving complaints involves engaging in two-way communication.
• C)Sorting profitable and non-profitable customers becomes easier.
• D)Complaints provide information that is difficult to obtain by other means.
• E)Complaints offer an opportunity to prove the company is legally and ethically right.

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Definitions:

Chauvinism

An exaggerated or aggressive patriotism or blind enthusiasm for military glory; alternatively, it can refer to biased devotion to any cause, group, or gender.

Cardinal Trait

A personality trait that is so pervasive and dominant in a person's life that it influences nearly every aspect of their behavior.

Repetitive Physical Actions

Behaviors or activities that involve the continuous repetition of the same motion or set of motions, often associated with skill learning or stress reduction.

Perseverative Functional Autonomy

The level of functional autonomy that relates to low-level and routine behaviors.