When a Company Must Deny a Customer Request, Which of the Following

question 16

Multiple Choice

When a company must deny a customer request, which of the following is most important to maintaining a positive relationship?

• A)the company must correct all errors
• B)the company must apologize whether or not they are at fault
• C)the company must let customers know that it values them
• D)the company must provide acceptable reasons for denying the request
• E)the company must use the direct approach so as not to waste the customer's time

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Definitions:

Incoming Messages

Electronic or physical messages that are received by a recipient.

Nature of Listening

The intrinsic attributes of listening, involving active engagement, interpretation, and understanding of auditory messages.

Contents of Mind

Refers to the thoughts, memories, and mental processes present in an individual's consciousness at any given time.

Mental Concentration

The cognitive process of focusing one's attention or thoughts intensely on a specific task or subject without distraction.