When Responding to a Customer Complaint About One of Your

question 36

Multiple Choice

When responding to a customer complaint about one of your company's services, you should

• A) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
• B) use a generous, grudging tone.
• C) avoid blaming anyone in your organization by name.
• D) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."

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Definitions:

"A" Paper

A term used to denote a high-quality academic paper or essay that meets or exceeds the given criteria for excellence.

Mirror Neurons

Are brain cells that fire both when an individual acts and when the individual observes the same action performed by another, thus playing a role in learning and empathy.

Silly Face

An expression made by contorting the face in a humorous or playful manner.

Observational Learning

A learning process through watching the behaviors of others and the outcomes of those behaviors.