Giving something to the customer to make up for the problem they have had is:
A) going to reduce profitability in the long run.
B) bad business; it causes them to complain more to get more free stuff.
C) symbolic atonement.
D) none of the above
Correct Answer:
Verified
Q4: Customer recovery is best defined as:
A) the
Q5: British Airways finds that "recovered"customers give the
Q6: Managers who thought they did know their
Q7: Deciding that the customer is always right
Q8: Before you can feel the customer's pain,
Q10: Every person's primary motivation is:
A) self-interest.
B) money.
C)
Q11: Positive language conveys more of what than
Q12: Rehashing a bad customer interaction is a
Q13: Abrasiveness refers to:
A) attitude.
B) tone of voice.
C)
Q14: Assertiveness and abrasiveness are:
A) different.
B) often confused.
C)
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