When Irate Customers Sound Threatening and Overstate Their Claims, You

question 45

True/False

When irate customers sound threatening and overstate their claims, you will have the most success in getting them to accept your explanations if you make your tone match theirs.

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Definitions:

Binational Country

A sovereign state that is recognized as having two distinct nationalities within its population or governance.

Institutionalized Multiculturalism

A policy or practice within institutions that promotes the recognition, appreciation, and support of cultural diversity.

Ethnic Identity

An individual's sense of belonging to a particular ethnic group, including aspects of culture, tradition, language, and religion.

Canadian

Pertaining to Canada or its people, culture, or characteristics.