Businesses must sometimes respond to disappointed customers. Whether your company is responding to frustrated customers through social networking channels or through more traditional channels, it will face the same challenges at maintaining goodwill. Generally, negative messages to customers follow the same pattern as other bad-news messages. 1. Read the scenario, and then answer the question. You are the owner of a global furniture company based in New York City. A large overseas furniture store recently informed you that it never received its last shipment of patio furniture. After reading the letter, you call the furniture store headquarters and solve the problem. You then instruct your office manager to write a follow-up letter to the store. The office manager asks you why you prefer to send a letter. What is your response? Check all that apply. a)I want to document our follow-up procedures. b)I want to promote good relations. c)I want to use the fastest means of communication possible. d)I need to establish a record of the incident.
Dealing With Disappointed Customers in Print and Online
Businesses must sometimes respond to disappointed customers. Whether your company is responding to frustrated customers through social networking channels or through more traditional channels, it will face the same challenges at maintaining goodwill. Generally, negative messages to customers follow the same pattern as other bad-news messages.
1. Read the scenario, and then answer the question.
You are the owner of a global furniture company based in New York City. A large overseas furniture store recently informed you that it never received its last shipment of patio furniture. After reading the letter, you call the furniture store headquarters and solve the problem. You then instruct your office manager to write a follow-up letter to the store. The office manager asks you why you prefer to send a letter.
What is your response? Check all that apply.
a)I want to document our follow-up procedures.
b)I want to promote good relations.
c)I want to use the fastest means of communication possible.
d)I need to establish a record of the incident.
2. An irate customer makes a Facebook post about an awful experience he had shopping at a clothing retailer. Another customer posts about exceptional service at the same store.
How should the clothing retailer respond to the posts?
a)Address the negative post, and let the positive post stand without a response.
b)Engage the writer of the positive post, and address the negative post.
c)Ignore the negative post, and thank the author of the positive post.
3. How can you build goodwill when announcing a price increase or rate hike?
a)Emphasize how the cost savings are being passed on to the customer.
b)Explain how the company will benefit from the increase in revenue and the ability to streamline operations in the future.
c)Demonstrate how the rate change will provide better value, improved features, or more efficiency for the customer.
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