When responding to a customer's complaint about one of your company's services, you should
A) soften the situation with excuses such as Nobody's perfect or Mistakes will happen.
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
D) avoid blaming anyone in your organization by name.
E) always find a way to blame the customer for the problem.
Ques. 2When you're writing a message of appreciation,
A) keep it detailed and heartfelt.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
D) send it electronically whenever possible.
E) identify any negative results and suggestions for correcting them.
Ques. 3As a rule, social media releases do not include
A) social networking links.
B) long narrative paragraphs.
C) Twitter-ready statements.
D) share-ready content.
E) direct-to-consumer news.
Ques. 4When you're responding to a complaint from a customer,
A) deflect the blame up the supply chain.
B) maintain a professional demeanor.
C) counter the complaint with logical arguments.
D) imply that the customer is at fault.
E) promise the issue will not happen again.
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