Kenesha Must Respond to a Negative Comment Written by a Customer

question 21

Multiple Choice

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

• A)Investigate the situation thoroughly before responding.
• B)Admit that her company errored if the complaint is legitimate and try to remedy the problem.
• C)Suggest a refund or a discount on future services.
• D)Kenesha should follow all these tips.

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Definitions:

Compulsion

The psychological need to perform certain behaviors repeatedly or according to certain rules, often against one’s own wishes.

Obsession

A persistent, intrusive, and unwanted thought, urge, or image that causes significant anxiety or distress.

Behavior

Any overt (observable) response or activity by an organism.

Compulsive Behavior

A pattern of behavior where an individual feels compelled to perform certain actions repeatedly, often without rational motivation, to alleviate anxiety or distress.