Which of the following should be undertaken while responding positively to a message?
A) Grant a customer's request for a benefit in the last sentence of a message
B) Talk about one's own process in making the decision related to the message
C) Give reason for the original mistake even if it does not give credit to a company
D) Show that one is listening and wants to resolve the problem
E) Talk grudgingly if a customer's request is impractical and demanding

Question

Quizplus · Accepted Answer

Complaining customers expect organizations to show that they are listening and want to resolve the problem. When granting a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint, one should do so in the very first sentence.

Which of the Following Should Be Undertaken While Responding Positively