A customer has reported a problem to your company. Which of the following statements is NOT true?
A)You should explain the reason behind the problem.
B)You should tell the customer how you will prevent this problem from reoccurring.
C)A good explanation of the problem can win consumer confidence.
D)An explanation that sounds like an excuse will result in a negative reaction.
E)It is necessary to apologize to the customer for the problem.

Question

Quizplus · Accepted Answer

E) It is not necessary to apologize. Your goal is to win customer confidence and strengthen customer loyalty. You can do that simply by expressing genuine concern for remedying the situation.

A Customer Has Reported a Problem to Your Company