When responding to a customer complaint, the best course of action is what?
A) Promise the customer complete satisfaction.
B) Explain how you plan to resolve the issue.
C) Apologize profusely.
D) Promise the issue will never happen again.
E) Indicate to the customer exactly who is to blame.
Answer: B
Explanation: B) Your specific response to a customer complaint depends on your company's policies for resolving such issues and your assessment of whether the company, the customer, or some third party is at fault. In general, take the following steps: Acknowledge receipt of the customer's claim or complaint, sympathize with the customer's inconvenience or frustration, take (or assign) personal responsibility for setting matters straight, explain precisely how you have resolved, or plan to resolve, the situation, take steps to repair the relationship and follow up to verify that your response was correct.
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