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