Which of the Following Statements About Customer Complaints Is FALSE

question 104

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 these is false.

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Definitions:

Introspection

The examination of one’s own mental and emotional processes, reflecting on thoughts, feelings, and motives.

Conscious Experience

The subjective state of being aware of one’s thoughts, feelings, and surroundings, often explored in psychology and philosophy.

Unconscious Wishes

Desires and thoughts that reside in the unconscious mind, influencing behavior and feelings without one's awareness.

Skinner Box

An experimental apparatus developed by B.F. Skinner for studying animal behavior through operant conditioning.