You work at a large manufacturing firm. Your job is to complete the paperwork to ensure that orders are filled correctly and shipped promptly and to respond to customers' queries about orders. Which of the following would be your best response when you receive a complaint from an important client about an error in a shipment?
A)Postpone replying to the customer's complaint for a few days while you are busy filling new orders.
B)Deal with the problem by contacting the customer immediately and personally.
C)Rather than calling the customer, take the time to write and mail a formal business letter indicating that you will look into the error.
D)Ignore the customer's complaint because you think that the customer made an error on the original order.

Question

Quizplus · Accepted Answer

The best course of action would be to deal with the problem head-on by contacting the customer immediately and personally. This shows that you are taking the matter seriously and are committed to resolving the issue as quickly as possible. Postponing a response or ignoring the complaint may damage the relationship with the customer and harm the company's reputation. Writing a letter is a good follow-up action after the initial contact, but it should not be the only or first step.

You Work at a Large Manufacturing Firm