Dealing effectively with disappointed customers is an important skill for business communicators. List three of the four strategies that business use to control damage and resolve problems when customers complain. Then, cite two reasons that online complaint sites are gaining momentum
(1 ) Most business professionals strive to control the damage and resolve such problems by:
?
Calling or e-mailing the individual within 24 hours to reply to his or her online post.
Describing the problem and apologizing.
Explaining why the problem occurred, what is being done to resolve it, and how it will be prevented from reoccurring.
Promoting goodwill by following up with a message that documents the phone call or acknowledges the online exchange of posts.
(2 ) Online complaint sites are gaining momentum for many reasons, including:
Consumers may receive faster responses to tweets than to customer service calls.
Airing gripes in public also helps other consumers avoid the same problems and may improve the complainer's leverage in solving the problem.
Sending a 140-character tweet is much easier than writing a complaint e-mail or letter to a customer service department or navigating endless telephone menus to reach an agent.
?
You might also like to view...
The Westlaw connector of "/p" would find words:
A) on the same page. B) within the same paragraph. C) within the same publisher. D) on the same principle.
Active Directory is Microsoft's directory server product
Indicate whether the statement is true or false
Which of the following is the method statisticians use to draw the best fitting straight line through the data on a scatter diagram?
a. The fit best method. b. The least squares method. c. The point-intercept method. d. None of these choices.
Which of the following is not a potential pitfall of a focus strategy?
A. Product/service offerings that are highly focused are subject to competition from new entrants. B. All rivals share a common input or raw material. C. Erosion of cost advantages can arise within the narrow segment. D. Focusers can become too focused to satisfy buyer needs.