When responding to a customer's complaint about one of your company's services, you should
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
D) avoid blaming anyone in your organization by name.
E) always find a way to blame the customer for the problem.
Answer: D
Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps to get the issue resolved.
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