When a company grants a customer's claim or request for adjustment,
A) the customer is still likely to take his or her business elsewhere.
B) the customer is likely to tell more people about it than if the matter was handled poorly.
C) it opens the door to frivolous lawsuits.
D) the customer is likely to be even more loyal than before.
E) it sends the message that the company is unsuccessful.

Question

Quizplus · Accepted Answer

D)Even the best-run companies make mistakes,from shipping the wrong order to billing a customer's credit inaccurately.If you handle the situation well,your customer is likely to be even more loyal than before because you have proven that you are serious about customer satisfaction.Dissatisfied customers often take their business elsewhere without notice and tell numerous friends and colleagues about the negative experience.Doing this is not likely to open lawsuits or send messages that the company is unsuccessful.The customer is more likely to remain a patron of this business.

When a Company Grants a Customer's Claim or Request for Adjustment