Question

A customer asks Roger a question about a product, and he isn't sure of the correct answer. He immediately phones his supervisor to get the needed information. Which technique for building positive customer relations does this illustrate?

Answer 1

Roger used the technique of "responding to every concern by the customer" for building positive customer relations.

Step-by-step explanation:

Building up strong customer relationships includes following techniques:

1. Communication which means inquiring customer needs and wants, listening to them, providing them information.
2. Exceeding Customer Expectations
3. Providing Value in the form of quality products and services
4. Responding to every concern which means taking each and every question, doubts or concerns of a customer seriously and providing them with the required information.

In the given case, the moment Roger knew that he wasn't sure of the information asked for, he immediately rang up his superior to get the exact correct information so as not to disappoint the customer.

This technique relates to responding to every concern by a customer.