A Customer Has Reported a Problem to Your Company

question 79

Multiple Choice

A customer has reported a problem to your company. Which of the following statements is disputable in this case?

• 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.

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Definitions:

Element

A pure chemical substance consisting of one type of atom, distinguished by its atomic number, which is the number of protons in its nucleus.

Oral Stage

The first stage in Freud's psychosexual development, characterized by an infant's pleasure in feeding and oral stimulation.

Psychosexual Development

A Freudian theory that childhood development occurs in a series of stages, each characterized by different pleasures and conflicts.

Fixated

An unhealthy obsession or focus on a particular object, activity, or person to the exclusion of other aspects of one's life.