When a Customer Has a Complaint, It Is Most Helpful

question 37

Multiple Choice

When a customer has a complaint, it is most helpful to:

• A) politely explain how your company is not at fault for the problem.
• B) point out the humorous aspects of their problem.
• C) help the customer understand how annoying this is for you by complaining about other customers you have had to deal with in the past.
• D) listen and find a way to address the problem in a helpful manner.

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Definitions:

Real Income

The earning power of a person's money, considering the effects of inflation on purchasing power.

Wages

Payment to resource owners for their labor.

Externality

A consequence of an economic activity experienced by unrelated third parties; it can be either positive or negative.

Precision-estimates

The accuracy of an estimate in terms of how closely it predicts the actual value, often relevant in statistical analyses and forecasting.