How Can Customer Complaints Provide the Firm with Great Value

question 72

Multiple Choice

How can customer complaints provide the firm with great value?

• A)Customer service representatives require on-the-job training.
• B)Resolving complaints involves engaging in two-way communication.
• C)Sorting profitable and non-profitable customers becomes easier.
• D)Complaints provide information that is difficult to obtain by other means.
• E)Complaints offer an opportunity to prove the company is legally and ethically right.

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Definitions:

Current Amount

The present value or total of a particular financial metric, often used in contrast with past or future amounts.

Stock Variable

A variable measured at a specific point in time, representing a quantity that exists or is accumulated, such as a country's debt or a company's inventory.

Labor

The human effort, both physical and mental, used in the production process.

Capital

Financial assets or the financial value of assets, such as cash and securities; also, factories, machinery, and equipment used to produce goods or services.