Instead of saying to a customer: "I really do not think there is any way to fix this now that you have waited so long." One could improve client relations by saying:
A. "I have never dealt with a problem like this and I doubt anyone can help."
B. "Sometimes as time goes on the problem can be a little harder to fix, but I am
sure if we work together we can find a solution."
C. "There is nothing that anyone can do, but thanks for coming in and trying."
D. "You can't expect a company to help a customer who isn't timely."
B
You might also like to view...
According to the _____________ hypothesis, the more contact you have with people who
are different from you, the more positive regard you will have for them, the less prejudice toward them, and fewer stereotypes about them. A) motivation B) skill C) information-seeking D) contact
Which of the following statements accurately describes a case of effective delivery?
A. The audience is very conscious of your facial expressions and eye contact. B. The audience focuses on your movement and gestures. C. The audience notices your pronunciation of words. D. The audience focuses only on the content of your message.
According to the case illustration in the chapter, which of the following can be gleaned from the case illustration on Apartheid?
A. National identity is more pervasive and potent than ethnic identity. B. Language is important to creating and maintaining ethnic identity. C. National myths of origin are shared by all groups within the territorial nation. D. Ingroup and outgroup relations are always characterized by overt hostility.
Secondary territories are
A) open to everyone. B) your exclusive preserve. C) areas with which you are associated. D) a residence other than your primary home.