An Angry Customer Has Emailed Kurtis Wanting to Know Why

question 40

Multiple Choice

An angry customer has emailed Kurtis wanting to know why the custom luggage he ordered three weeks ago hasn't arrived yet. When Kurtis looks up the order, he discovers that the customer never chose the type and color of hardware he wanted. How should Kurtis respond to avoid blaming the customer?

• A) If you had read the instructions completely, you would have seen that you needed to complete all choices before work could begin.
• B) You didn't bother to pick hardware styles or colors, so there was no way we could complete your order.
• C) We are very busy and need to focus on the orders of customers who actually filled out the options form correctly.
• D) To complete your order, please use the attached form to choose the style and color of hardware that you prefer.
• E) You forgot to choose hardware for your luggage, so we're waiting on you to do that.

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Definitions:

Innovation Process

The systematic approach to developing and implementing new ideas, products, or processes, from initial conception through to successful market introduction.

New Washing Machine

Refers to a recently introduced model or unit of a household appliance designed for laundering clothes and textiles.

Initial Model

The first or preliminary version of a model that provides a basic framework for understanding or representing a concept or system.

Business Cycle

The natural rise and fall of economic growth that occurs over time, including periods of expansion, peak, contraction, and trough.