The intention when resolving customer complaints is to
A) prevent the customer from scaring off other potential customers.
B) turn customer complaints into goodwill and future business.
C) acknowledge that the complaint is justified and that the customer is always right.
D) limit the possibility of any future legal action.

Question

Quizplus · Accepted Answer

Resolving customer complaints in a positive manner can turn a dissatisfied customer into a happy one, which can lead to future business and positive word of mouth. The other options (A, C, and D) may not necessarily focus on creating goodwill and future business, but rather on avoiding negative consequences such as scaring off potential customers or legal action.

The Intention When Resolving Customer Complaints Is to