If Customers Share a Concern, Complaint, or Question with You

question 44

True/False

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

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Definitions:

Simple Rate of Return

A calculation that estimates the profitability of an investment, dividing annual incremental net operating income by the initial investment cost.

Cash Operating Costs

Expenses a business incurs through its operations that require cash payments, excluding non-cash expenses like depreciation.

Automating Process

The method of using technology to perform tasks with minimal human intervention.

Discount Rate

The interest rate fundamental to converting future cash flows into their present financial equivalent in discounted cash flow analysis.