Processing customer complaints includes (5)   Listening              Logging information        CSR being rude                  Empathize   Apologize            No follow up                      Solicit feedback

Understanding Management (MindTap Course List)
10th Edition
ISBN:9781305502215
Author:Richard L. Daft, Dorothy Marcic
Publisher:Richard L. Daft, Dorothy Marcic
Chapter13: Managing Communication
Section: Chapter Questions
Problem 3GL
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  1. Processing customer complaints includes (5)

 

Listening              Logging information        CSR being rude                  Empathize

 

Apologize            No follow up                      Solicit feedback                                               

 

 

  1. Circle the key elements of using a script(4)

 

Empathy              Annoying guest                 Acknowledgement          Reassurance

 

Robotic                 Action                                                                                  

 

 

  1. Problem solving process includes: (5)

 

Identifying the problem                Being rude to customer                 Develop multiple solutions          

 

Analyze the problem                      Say no to customer                         Identify decision criteria

 

Not listening to customer          Choose optimal solution

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