When Should You Grant a Customer's Request for an Adjusted

question 83

Multiple Choice

When should you grant a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint?

• A)After you explain your own process in making the decision
• B)In the very first sentence
• C)In the middle of the letter, to de-emphasize the fact that you are giving in to the customer
• D)In the last paragraph, so you leave the reader with a good impression

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Definitions:

Norms

Socially accepted standards of behavior within a group or society.

Attitudes

A settled way of thinking or feeling about someone or something, typically reflected in a person's behavior.

Taboos

Social or cultural prohibitions or restrictions considered unacceptable or forbidden within a particular group or society.

GLOBE Leadership Matrix

A framework from the Global Leadership and Organizational Behavior Effectiveness research program that analyzes leadership styles across different cultures and nations.