How can a company turn an unhappy customer in to a brand advocate?

How can a company turn an unhappy customer in to a brand advocate?
 
  A) By responding on social media tools
  B) By granting the claim or request
  C) By explaining how the customer was at fault
  D) By resolving issues quickly
  E) By allowing the customer to post feedback on social media outlets such as Yelp

Ques. 2

Which of the following is considered to be a routine message?
 
  A) Replying to a client that you will not have their project completed on time
  B) Requesting an employee to minimize the use of cellphone in office hours
  C) Instructing employees on filling out a new form
  D) Announcing that next Saturday will be a working day
  E) Requesting the team to not apply for any leaves for a month

Ques. 3

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.
 
  A) answer the first five questions only, as 10 is too many to address in one message
  B) include your answers ordered 1 through 10 as well
  C) reorder the questions according to their relative importance
  D) label your answers A through J, to downplay the inappropriately large number of questions asked
  E) answer only as many questions as you can fit on one page

Ques. 4

Which of the following is a faulty guideline for instant messaging (IM) standards?
 
  A) Use a professional-sounding IM username.
  B) Focus on business.
  C) Assume that your messages are secure.
  D) Keep messages simple.
  E) Save important messages.