When Calling a Customer by Phone to Address a Problem

question 23

Multiple Choice

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and

• A)follow up with a written message that documents the phone call and promotes goodwill.
• B)suggest a face-to-face meeting to resolve any remaining issues.
• C)come to an agreement on a refund or compensation.
• D)provide resale information or promote products and services.

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Definitions:

Performance Standards

Explicit benchmarks, criteria, or specific targets against which the actual performance of an individual, group, or organization can be measured.

Democratic Leadership

A leadership style characterized by encouraging open communication and sharing decision-making among team members to guide direction.

Personal Interests

The hobbies, goals, or activities that an individual is passionate about or pursues for personal satisfaction.

Personalized Power

Power used for personal gain, often at the expense of others, contrasting with power used for the benefit of others.