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

Question

Quizplus · Accepted Answer

D)Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps to get the issue resolved.

When Responding to a Customer's Complaint About One of Your