A customer confronts a sales manager about a faulty product his organization sold to her. The sales manager tells her to file a complaint formally. She learns that she has to fill a complaint form which will be reviewed by the frontline staff and then passed on to the necessary authorities and that the whole procedure will take about 20-30 business days. In this scenario the company is using the technique of addressing conflicts.
A) distributive bargaining
B) administrative orbiting
C) due process nonaction
D) confrontation

Question

Quizplus · Accepted Answer

The company is using the technique of due process nonaction by providing a formal procedure for handling complaints. The customer is required to fill a formal complaint form, which will be reviewed by the frontline staff before being passed on to the relevant authorities. This process may take some time, which is typical of due process nonaction.

A Customer Confronts a Sales Manager About a Faulty Product