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.
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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.
The question on the page originate from the summary of the following study material:
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