Service Providers Should Be Encouraged to Develop a 'Complaints as Opportunities

Multiple Choice

Service providers should be encouraged to develop a 'complaints as opportunities' culture for which of the following reasons?

A) So that genuine complaints are encouraged.
B) Because employees often tend not to encourage complaints, seeing them as threatening.
C) Because complaints are often perceived as unpleasant and therefore discouraged.
D) Organisations tend to 'shoot the messenger' - the employee that alerts them to the complaint - so employees discourage complaints.
E) All of the above