When hearing about a customer's complaint,Jan makes sure to listen to everything the customer has to say without interrupting them,she then thinks hard about the conversation,asks around if this type of complaint has been heard before,and then creates a solution to the problem to satisfy the customer.Jan's process of handling the complaint falls within the ________ framework.

Question

Quizplus · Accepted Answer

Jan's process of listening, analyzing, responding, and assessing for future improvements (asking around about similar complaints) aligns with the LARA framework, which is a customer service methodology that stands for Listen, Apologize, Resolve, and Add value. The other options given (WOM, PR, SMART, SEM) are not applicable to Jan's process of handling the complaint.

When Hearing About a Customer's Complaint,Jan Makes Sure to Listen