You Work at a Large Manufacturing Firm

Multiple Choice

You work at a large manufacturing firm. Your job is to complete the paperwork to ensure that orders are filled correctly and shipped promptly and to respond to customers' queries about orders. Which of the following would be your best response when you receive a complaint from an important client about an error in a shipment?

A) Postpone replying to the customer's complaint for a few days while you are busy filling new orders.
B) Deal with the problem by contacting the customer immediately and personally.
C) Rather than calling the customer, take the time to write and mail a formal business letter indicating that you will look into the error.
D) Inform the customer that you think that the customer made an error on the original order.