The First Step in the Complaint Handling Process Is to Ask

question 11

True/False

The first step in the complaint handling process is to ask the customer what he or she would like you to do.

---

Definitions:

Punishment

The imposition of a penalty as a response to an undesirable behavior or action, aimed at reducing or eliminating that behavior.

Operant Conditioning

is a learning process through which the strength of a behavior is modified by reinforcement or punishment.

Classical Conditioning

A learning process in psychology where an automatic conditioned response is paired with a specific stimulus, originally discovered by Ivan Pavlov.

Law of Effect

A psychological principle stating that behaviors followed by positive outcomes are likely to be repeated, while those followed by negative outcomes are less likely to be repeated.