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E = All the above actions with contribute to solving
the answer of this question will be:
e) All of the above
All of the above. Customer Management and Handling plays a great role in every business therefore they are to be dealt carefully.
E) All of the above : Why because being an experience Customer Service Officer the above process is very important, such as: a)Listen well and understand your Customer's Complaint (don't take it personally);b)Apologize gracefully - Apologize when appropriate. Apologies can often be interpreted as an admittance of guilt. There are three types of apologies that can be employed in these situations, choose the most appropriate: Direct: "I apologize that we did not send your order on time." Blameless: "I apologize for the fact you are frustrated - let's see if we cannot turn this around."Fake: "It sounds like we owe you an apology."
c)take action immediately:Offer to try to fix the problem. Never promise to outright fix the issue, but always promise to try. If you make an attempt and fail, it will create further issues if you promised total resolution.Gain agreement on your resolution. Make sure your client understands what has been done at the end of the conversation. Even if the issue is not totally resolved, gain agreement on the resolution that was reached.
