Which of the Following Statements About Customer Complaints Is FALSE

question 78

Multiple Choice

Which of the following statements about customer complaints is FALSE?

• A) Customer complaints that are handled well by the company usually help it win new customers.
• B) In business markets, customer complaints are usually handled by the sales force.
• C) In consumer markets, customer complaints are usually handled by toll-free telephone lines, Web sites, and e-mail customer service reps.
• D) Customer complaints that are handled well by the company usually help it keep its customers.
• E) None of the above is false.

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Definitions:

Personal Growth

The process of improving oneself through activities that enhance self-awareness, develop talents, and potential.

Responsibility

The condition or reality of being obligated to manage something or to have authority over an individual.

Decision Making

Decision Making is the cognitive process of selecting a course of action among multiple alternatives.

ERG Theory

A theory of human motivation that categorizes needs into existence, relatedness, and growth, proposing that these needs can be pursued simultaneously.