Jack, a sales manager, is confronted by Jessica, a dissatisfied customer. Jessica claims that she has received a defective piece of merchandise and wants to make a complaint. Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff and recorded into the complaint-handling system. After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days. Jessica finds the entire process tedious and time-consuming and withdraws from making the complaint. In the scenario, which of the following techniques was used by Jack to address conflicts?
A)Secrecy
B)Nonaction
C)Due process nonaction
D)Character assassination

Question

Quizplus · Accepted Answer

Jack used the "due process nonaction" technique by outlining a formal, bureaucratic process that Jessica would have to go through to have her complaint addressed, which discouraged her from pursuing the complaint further.

Jack, a Sales Manager, Is Confronted by Jessica, a Dissatisfied