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:

Opening

The initial part or phase of something, such as a document, presentation, or event, that sets the stage for what follows.

Persuasive Message

Communication designed to convince or influence the audience to adopt a certain viewpoint or take a specific action.

Routine Request

A standard or common inquiry or petition that follows established procedures or guidelines.

Audience Compliance

The extent to which an audience acts in accordance with the requests, guidelines, or directions provided by a communicator or message.