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Questions and Answers
Which of the following should be the first step when responding to a customer complaint?
Which of the following should be the first step when responding to a customer complaint?
- Explain what may have caused the issue
- Read the entire complaint (correct)
- Propose an actionable, detailed solution
- Apologize for any inconvenience
Why is it important to apologize in a customer complaint response?
Why is it important to apologize in a customer complaint response?
- To explain the cause of the issue
- To confirm understanding of the situation
- To validate the customer's displeasure (correct)
- To propose a solution
What should be included in a customer complaint response to help the customer feel more satisfied?
What should be included in a customer complaint response to help the customer feel more satisfied?
- An offer to replace a missing product
- An actionable, detailed solution
- An apology for any inconvenience
- An explanation of the issue's cause (correct)
What is one of the most important aspects of a customer complaint response letter?
What is one of the most important aspects of a customer complaint response letter?
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What should be done if the company has not made an error in a customer complaint response?
What should be done if the company has not made an error in a customer complaint response?
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