When Responding to a Customer Complaint About One of Your

question 98

Multiple Choice

When responding to a customer complaint about one of your company's services,you should

• A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
• B) use a generous, grudging tone.
• C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
• D) avoid blaming anyone in your organization by name.
• E) always find a way to blame the customer for the problem.

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Definitions:

Corporate Culture

The shared values, beliefs, and practices that define the character and conduct of an organization.

Organisational Staffing

The process of hiring and developing personnel to meet the needs of an organization.

Competitive Advantage

An attribute or set of attributes that allows an organization to outperform its competitors, often leading to greater market share or profitability.

Organisational Change

The process by which organizations transform their structure, strategies, operational methods, or culture to cope with internal and external challenges.