Question

Dealing With Disappointed Customers in Print and OnlineBusinesses must sometimes respond to disappointed customers. Whether your company is responding to frustrated customers through social networking channels or through more traditional channels, it will face the same challenges at maintaining goodwill. Generally, negative messages to customers follow the same pattern as other bad-news messages.Read the scenario, and then answer the question.You work for a credit card company and are training a new employee in the customer service department. The new employee is learning how to deal with disappointed customers and perform damage control.What points should you cover in your training? Check all that apply.A. Following up phone conversations with documentationB. Promoting goodwillC. Apologizing appropriatelyD. Providing adequate explanations of the problem, the situation, and the resolution

Answer 1

The correct answers are letters "A", "B", "C", and "D".

Step-by-step explanation:

In front of a problematic situation is imperative for customer service agents to show the action that took place was done in goodwill. This will be followed by a detailed explanation of why that happened and the steps that will be followed to solve the issue. If it was the company's fault, it is necessary to apologize to show customers the company is really sorry for the damage caused. If the conversation is carried out by phone, commitment of resolution is shown by sending the customer a letter with what was exposed over the phone and overall, what the plan is to ensure the customer's satisfaction.