Most firms maintain customer complaint services online, in the store, or over the telephone. Firms attempt to respond quickly to complaints, hoping to
A)get themselves into the universal set.
B)reduce the cost of postpurchase advertising.
C)minimize negative word of mouth and rumors.
D)extend decision rules to the customer complaint desk.
E)offset performance risk with financial risk.

Question

Quizplus · Accepted Answer

By responding quickly to customer complaints, firms can minimize the negative impact of negative word of mouth and rumors. This can help protect their reputation and maintain customer loyalty.

Most Firms Maintain Customer Complaint Services Online, in the Store