A Customer Has Complained That the Cashier Has Made a Mistake

question 17

Multiple Choice

A customer has complained that the cashier has made a mistake and charged her more than what she owed. As a manager, which of the following steps would you take first to handle the complaint?

• A) Agree that it should not have happened.
• B) Admit you made a mistake.
• C) Tell the customer what you are going to do about it.
• D) Ask the customer to recommend a solution.

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Definitions:

Irrational Worry

Excessive concern or anxiety about potential problems or dangers that are not based on reason or reality.

Attention-Deficit/Hyperactivity Disorder

A neurodevelopmental disorder characterized by a pattern of inattention and/or hyperactivity-impulsivity that interferes with functioning or development.

Psychological Disorder

A mental disorder characterized by persistent disturbances or dysfunctions in behavior, thoughts, or emotions that cause significant distress or impairment.

Excitability

The ability of a cell, particularly a nerve or muscle cell, to respond to stimuli and convert them into nerve impulses.