The Intention When Resolving Customer Complaints Is to

question 53

Multiple Choice

The intention when resolving customer complaints is to

• A) prevent the customer from scaring off other potential customers.
• B) turn customer complaints into goodwill and future business.
• C) acknowledge that the complaint is justified and that the customer is always right.
• D) limit the possibility of any future legal action.

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Definitions:

Performance

Measurement of the efficiency and effectiveness of action or output in terms of quality, speed, and adherence to goals and standards.

Psychological Empowerment

The feeling of having control over one's work, a sense of meaning in work tasks, the ability to influence decisions, and confidence in one's abilities.

Leaders

Individuals who guide, direct, or influence others toward achieving goals or realizing a vision.

Independent Workers

Individuals who provide services or work on a project basis, often without a long-term commitment to any single employer or client.