Techniques for Resolving Customer Complaints


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question 1 of 3

Choose the best answer to explain the main purpose of following up with a customer after a complaint.

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1. Sammy is approached in the store by an angry customer. He wants to tell the customer he's sorry she's having a problem. At which step in the customer complaint process is he?

2. In which stage in the customer complaint process should we gather information on our product's reliability?

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About This Quiz & Worksheet

Using these materials, you can gauge your knowledge of the methods for customer complaint resolution. The stages involved in this resolution process will be covered in the quiz.

Quiz & Worksheet Goals

These assessments give you a way to review:

  • What to do if a resolution can't be solved immediately
  • The empathetic and apologetic stage
  • A stage in the resolution process where information is gained about a product's reliability
  • Purpose of following up with a customer after they file a complaint

Skills Practiced

  • Information recall - access the knowledge you have gained about the purpose of the empathy and apologetic stage
  • Reading comprehension - ensure that you draw the most important information from the related lesson on customer complaint resolution
  • Interpreting information - verify that you can read information regarding the purpose of talking with customers after they file a complaint and interpret it correctly

Additional Learning

Come across more details about customer complaint resolution and its methods in this lesson called Techniques for Resolving Customer Complaints. This lesson will help you:

  • Determine what a customer complaint policy (CCP) includes
  • Understand the importance of talking with dissatisfied customers
  • Examine situations when companies offer refunds
  • Learn how companies provide continual, meaningful service