Mathew Calls the Customer Service Department of One of His

question 74

Multiple Choice

Mathew calls the customer service department of one of his suppliers to make a complaint. During the conversation, Rob, the customer service agent, acts indifferently toward Mathew. However, Rob is able to resolve Mathew's issue. Despite the fact that his complaint was addressed, Mathew is dissatisfied with his interaction with Rob. In the given scenario, which of the following could have improved Mathew's experience?

• A) Rob should have applied the practices of the traditional sales approach.
• B) Rob should have been more empathetic to Mathew's situation.
• C) Rob should have asked Mathew more questions.
• D) Rob should have agreed to Mathew's demands at the beginning of the conversation.
• E) Rob should have used strategies to avoid critical encounters with Mathew.

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Definitions:

Fixed Assets

Long-term tangible assets held for business use and not expected to be converted to cash in the upcoming fiscal year, such as buildings, machinery, and equipment.

Full Capacity

The maximum level of output that a company can sustain over a long period without increasing its production resources or incurring excessive stress on its production processes.

Region of Residence

Refers to the specific geographic area where an individual currently lives or resides.

Income

The monetary payment received for labor, services, or investment, usually measured on a weekly, monthly, or yearly basis.