When a Customer Presents a Genuine Problem That May Involve

question 16

True/False

When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.

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Definitions:

Equilibrium

A state in an economy or market where demand equals supply, and there is no tendency for change.

Complements

Goods or services that are used together, where the increase in the demand for one leads to an increase in the demand for the other.

Substitutes

Goods or services that can replace each other in usage, providing similar utility to the consumer.

Price Increases

A rise in the cost of goods or services, which can affect demand, supply, and the overall economy.