In Responding Positively to a Claim, Begin the Message with

question 95

Multiple Choice

In responding positively to a claim, begin the message with

• A)information promoting other products.
• B)the good news that you are complying with the customer's request.
• C)an explanation of the reasons the request is granted.
• D)a reminder of the problem.

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Definitions:

Organizational Citizenship Behaviors

Refers to voluntary, extra-role activities performed by employees that support organizational efficiency, harmony, and goodwill.

Job Satisfaction

The level of contentment employees feel about their work, which can affect their performance and loyalty.

Counterproductive Work Behavior

Actions by employees that intentionally hinder organizational or team goals, including sabotage, theft, or spreading rumors.

Social Learning

The process of acquiring behaviors, skills, or attitudes through observation of others.