A Customer Has Reported a Problem to Your Company

question 94

Multiple Choice

A customer has reported a problem to your company. Which of the following statements is NOT true?

• A)You should explain the reason behind the problem.
• B)You should tell the customer how you will prevent this problem from reoccurring.
• C)A good explanation of the problem can win consumer confidence.
• D)An explanation that sounds like an excuse will result in a negative reaction.
• E)It is necessary to apologize to the customer for the problem.

---

Definitions:

Abraham Maslow

An American psychologist known for creating Maslow's hierarchy of needs, a theory of psychological health predicated on fulfilling innate human needs.

Sexual Orientation

A person’s sexual attraction to and affection for members of either the opposite or the same sex.

Regulatory Fit

A concept in psychology that suggests people are more motivated and perform better when their approach to a task matches their regulatory orientation or preferred way of pursuing goals.

Maslow's Theory

A psychological theory of human motivation that posits a hierarchy of needs, ranging from basic physiological needs to self-actualization.