When Responding to a Customer's Complaint About One of Your

Multiple Choice

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.