31.A simple request should be treated as an opportunity to conduct extensive sales and promotion activities. a. True b.False 32.When initiating an IM, follow the grammar, punctuation, and capitalization standards within the organization. a. True b.False 33.An effective response to a customer inquiry includes personalized, thorough information. a. True b.False 34.Goodwill messages may convey congratulations, sympathy, or rejection. a. True b.False 35.Recognition notes are typically sent to an employee's supervisor, who may decide not to show the employee mentioned in the note. a. True b.False 36.Recognition notes should be handwritten, but not sent electronically. a. True b.False 37.Smart companies monitor and respond to all social media posts about the company. a. True b.False 38.Companies typically respond to critical online customer feedback, but they ignore highly positive posts because the customer is already well satisfied. a. True b.False 39.Companies should respond quickly to any social media post that is degrading or insulting. a. True b.False 40.An appropriate company response to a social media post that contains factual errors is to provide the facts that have been misrepresented. a. True b.False
31.A simple request should be treated as an opportunity to conduct extensive sales and promotion activities.
a. True
b.False
32.When initiating an IM, follow the grammar, punctuation, and capitalization standards within the organization.
a. True
b.False
33.An effective response to a customer inquiry includes personalized, thorough information.
a. True
b.False
34.Goodwill messages may convey congratulations, sympathy, or rejection.
a. True
b.False
35.Recognition notes are typically sent to an employee's supervisor, who may decide not to show the employee mentioned in the note.
a. True
b.False
36.Recognition notes should be handwritten, but not sent electronically.
a. True
b.False
37.Smart companies monitor and respond to all social media posts about the company.
a. True
b.False
38.Companies typically respond to critical online customer feedback, but they ignore highly positive posts because the customer is already well satisfied.
a. True
b.False
39.Companies should respond quickly to any social media post that is degrading or insulting.
a. True
b.False
40.An appropriate company response to a social media post that contains factual errors is to provide the facts that have been misrepresented.
a. True
b.False
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