Stage 2: Resolving Customer Problems - Being Fair with Customers
4 important questions on Stage 2: Resolving Customer Problems - Being Fair with Customers
What are the typical forms of compensation?
- Refunds
- Credits
- Correction of charges
- Repairs
- Replacements (either singly or in combination).
What is the driving force behind unfair assessments?
What does fair interpersonal behavior involve?
- Demonstrating politness, concern, and honesty
- Providing an explanation for the failure
- Making a genuine effort to resolve the problem.
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What are the 2 reasons why it is difficult for employees to be polite and to try to resolve the problems?
- Customers often enter the complaint process in an angry mood. Considerable skill is required to defuse the anger and address the problem.
- Employees often lack the authority to take care of the problem. The situation is frustrating for the customers and employees alike, particularly when the customer expects immediate action.
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- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
