When Responding to a Customer Complaint About One of Your

question 68

Multiple Choice

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

• 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 a specific individual or department for the problem.

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Definitions:

Psychological Principles

Fundamental concepts or assumptions in psychology that guide psychologists' understanding of human behavior and mental processes.

Highly Subjective

Pertaining to or influenced by personal feelings, tastes, or opinions to a great extent.

Cultural Heritage

The legacy of physical artifacts and intangible attributes of a group or society passed from generation to generation.

Unconscious Motivation

Psychological forces and desires not within one's conscious awareness that influence behavior and decision-making processes.