Resolve customers’ complaints
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Question 1 of 5
Customer complaints can be caused by:
unresolved problems
social media
satisfaction surveys
negotiation
Techniques for monitoring customers’ complaints must:
engage customers
achieve customer retention
exceed customer expectations
fit in with customer service strategy
The service offer ensures:
excellent customer service
agreed delivery times
consistency of service
telephones are answered promptly
Consumer protection laws are a form of government regulation, which aims to:
protect the rights of consumers
set prices for products and/or services
protect the health and safety of consumers
allow aggressive selling
An active listener will:
interrupt
judge
summarise
resolve complaints
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