Which of the following best suggests how to handle customer complaints?
a. Concentrate on the factual content of the complaint, rather than on the feelings of the complainer.
b. Operate on the assumption that the customer is never wrong.
c. Pass the customer from department to department until the customer gives up.
d. Offer explanations and alternatives when the complaint cannot be resolved as requested.
e. Let the customer see how angry you are, but finally give the customer what he or she wants.
d
You might also like to view...
Often a seller will establish a series of prices for a family of merchandise items. There may be several different models at specific price points but no prices in between. What is this policy called?
a. price bracketing b. price lining c. price bundling d. family pricing
The ________ sphere is the number of channel levels, from raw materials to final product and distribution, in which a company will participate
A) industry B) vertical C) product/application D) competence E) market segment