Which of the Following Is NOT One of the Guidelines

question 36

Multiple Choice

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

• A)Consider compensation
• B)Keep the customer informed of progress
• C)Explain the problem from the service firm's point of view
• D)Acknowledge the customer's feelings
• E)Act fast

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Definitions:

Defective Parts

Components or elements that are flawed or malfunctioning and do not operate as intended.

Overcompensating

Exaggerating one's efforts in one area to make up for a real or perceived deficiency in another area.

Inferiority Complex

A psychological condition that arises from persistent feelings of inadequacy, often leading to overcompensation or avoidance behaviors, differing in intensity from general inferiority feelings.

Oedipus Complex

A concept in psychoanalytic theory involving a child's unconscious desire for the opposite-sex parent and jealousy toward the same-sex parent.