If You Plan to Grant a Claim Made by a Customer

question 1

Multiple Choice

If you plan to grant a claim made by a customer who is clearly at fault,

• A)pinpoint the customer's shortcomings to discourage future mistakes.
• B)discourage future mistakes without insulting the customer.
• C)scold the customer to discourage future mistakes.
• D)post the situation on social media to discourage future mistakes.
• E)tell the customer he or she is lucky you are granting the claim.

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Definitions:

Model the Behavior

involves demonstrating specific actions as an example for others to follow, especially in learning social behaviors or skills.

Skinner Box

An apparatus used to conduct operant conditioning research with animals, named after B.F. Skinner, a psychologist.

Operant Conditioning

A method of learning that employs rewards and punishments for behavior.

Classical Conditioning

is a learning process that occurs through associations between an environmental stimulus and a naturally occurring stimulus, first described by Ivan Pavlov.