Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?
A)Consider compensation
B)Keep the customer informed of progress
C)Explain the problem from the service firm's point of view
D)Acknowledge the customer's feelings
E)Act fast

Question

Quizplus · Accepted Answer

Explaining the problem from the service firm's point of view may come across as defensive or dismissive to the customer, and may not help in resolving the complaint. It is important to focus on understanding the customer's perspective and finding a solution that satisfies them.

Which of the Following Is NOT One of the Guidelines