If a customer uses social media to make a complaint, what type of response from the organization will best promote goodwill?
A) A personal response
B) A corporate reply
C) A reply with a link to the corporate policy page
D) A humorous reply
E) A private reply
Answer: A
Explanation: A) Use a personal response, not a corporate reply. Let customers know there is a personal presence behind the computer screen. Rather than quote policy, "speak like a human" by using a friendly tone, showing empathy, and using your real name.
You might also like to view...
Outline the inductive pattern used when writing persuasive messages
True or False An important factor in choosing between the pooled-variances t-test and the unequal-variances t-test is whether we can assume the population means might be equal
Indicate whether the statement is true or false
The unified transfer tax system
A) imposes a single tax upon transfers of property during an individual's lifetime only. B) imposes a single tax upon transfers of property during an individual's life and at death. C) imposes a single tax upon transfers of property only at an individual's death. D) none of above.
Performing at a high level, and continuing to improve is an indication of ________ in one's pursuit of professionalism
A) being a team player B) making ethical decisions C) being dependable and accountable D) maintaining a confident, positive outlook E) striving to excel