When Responding to a Customer's Complaint About One of Your

question 35

Multiple Choice

When responding to a customer's complaint about one of your company's services,you should

• A)soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
• B)use a generous,grudging tone.
• C)use a standard form letter,with blanks left for filling in unique information in neat handwriting.
• D)avoid blaming anyone in your organization by name.
• E)always find a way to blame the customer for the problem.

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Definitions:

Amputation

The surgical removal of a body part, typically a limb or extremity, due to injury, disease, or surgery.

Social Control Theory

A theory of crime, proposed by Travis Hirschi, that posits that strong social bonds increase conformity and decrease deviance.

Travis Hirschi

A criminologist who developed the Social Control Theory, proposing that strong bonds to society encourage conforming behavior and reduce the likelihood of deviance.

Crime

A violation of a norm that has been codified into law.