In a Service Failure Situation, the Representative Must Listen to the Customer

question 85

True/False

In a service failure situation, the representative must listen to the customer and offer him what seems to be a fair solution from the company's perspective.

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Definitions:

Kinji Imanishi

A Japanese ecologist and anthropologist known for his work on the social structures and behaviors of primates, as well as the theory of species society.

Bonobos

A species of great ape known for its matriarchal society and complex social behaviors, closely related to humans.

Social Cooperation

The act of working together harmoniously for mutual benefit within a group or society.

Chimpanzees

Highly intelligent primates native to sub-Saharan Africa, known for their complex social structures, use of tools, and genetic closeness to humans.