When responding to a customer complaint about one of your company's services, you should
A) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
B) use a generous, grudging tone.
C) avoid blaming anyone in your organization by name.
D) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."

Question

Quizplus · Accepted Answer

Blaming specific individuals in your organization can come across as unprofessional and deflects responsibility away from the company as a whole. It's better to take a more diplomatic approach and avoid pointing fingers. A sincere apology and a commitment to addressing the issue are more likely to satisfy the customer. Options A, B, and D are inappropriate as they do not reflect sincerity and can make the customer feel dismissed or invalidated.

When Responding to a Customer Complaint About One of Your