When Responding to a Customer Complaint About One of Your

Multiple Choice

When responding to a customer complaint about one of your company's services, you should

A) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
B) use a generous, grudging tone.
C) avoid blaming anyone in your organization by name.
D) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."