From a retailer's perspective, which of the following is a good rule for resolving customer complaints?
A) Motivate store employees to assume they know what the customer is complaining about.
B) Interrupt customers when they are airing their complaints.
C) Allow the customers to complain if they feel they have not been treated properly.
D) Instruct store employees to assume what solution the customer is seeking.
E) Encourage store employees to have an antagonistic attitude when handling customer complaints.

Question

Quizplus · Accepted Answer

Store employees should allow customers to air their complaints without interruption. Interruptions can further irritate customers who may already be emotionally upset. Store employees should never assume they know what the customer is complaining about or what solution the customer is seeking.

From a Retailer's Perspective, Which of the Following Is a Good