Handling Customer Complaint

Which statement best defines a customer complaint in this context?

• A celebration of a product’s strengths communicated after purchase

• Communication that indicates deficiencies during or after purchase

• An internal memo about sales performance

• A request for new features with no dissatisfaction

According to the material, a complaint can also be defined as:

• A routine marketing survey

• An expression of grievance or resentment about the product or service provided

• A contract negotiation

• A warranty registration

Why is an appropriate response to customer complaints essential to a business?

• It reduces the need for product development

• It guarantees lower operating costs

• A resolved complaint increases the likelihood the customer will return compared to a dissatisfied customer who stays silent

• It eliminates competition

Select the most accurate comparison between resolved complaints and silent dissatisfaction.

• Customers with resolved complaints are less likely to return than silent, dissatisfied customers

• Customers with resolved complaints are more likely to return than dissatisfied customers who don’t voice complaints

• There is no difference in return likelihood

• Silent dissatisfaction always leads to immediate loyalty

Which option describes the role of complaints in improving offerings?

• Complaints reveal what is wrong and suggest effective ways to improve product or service quality

• Complaints only measure customer loyalty without detail

• Complaints are unrelated to product quality

• Complaints prevent feedback collection

What is feedback, as presented in the material?

• Information or statement of opinion that provides an idea of whether something is successful or liked

• A legal notice of breach

• A fixed warranty term

• A shipping confirmation

Which statement best captures how feedback can be used by a business?

• It can be a tool for improvement of product, service, and marketing strategies

• It primarily increases manufacturing downtime

• It replaces all forms of customer support

• It is only useful after a product is discontinued

Which statement best reflects the core principle of customer service described: service should be courteous, helpful, and friendly to all customers in a prompt manner regardless of personal characteristics?

• Provide service quickly to preferred customers only.

• Deliver friendly and timely service to every customer without discrimination.

• Offer courteous service only when customers are polite first.

• Delay responses to ensure complete accuracy over timeliness.

According to the standards, what do customers have a right to expect from staff?

• Preferential treatment based on age or status.

• Courtesy, respect, honesty, and professionalism.

• Lengthy procedures before any response.

• Only written communication, never verbal.

Which action best demonstrates a timely and accurate response standard?

• Waiting several days to reply so the customer calms down.

• Immediately responding with incomplete information.

• Listening to the inquiry, asking clarifying questions, and providing precise information promptly.

• Referring the customer elsewhere without explanation.