When Calling a Customer by Phone to Address a Problem

Multiple Choice

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and

A) follow up with a written message that documents the phone call and promotes goodwill.
B) suggest a face-to-face meeting to resolve any remaining issues.
C) come to an agreement on a refund or compensation.
D) provide resale information or promote products and services.