Check for Understanding: Dealing with Complaints and Problems - Exercise

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Check for Understanding: Dealing with Complaints and Problems - Exercise

Check for Understanding: Dealing with Complaints and Problems

Duration: 5 to 10 minutes.

In this exercise, please respond to the following questions:

  1. Even if the customer is wrong, fair and respectful treatment by the company will result in:
    1. Losing that customer to the competition.
    2. A loyal customer.
    3. An angry customer.
    4. A customer who will demand retribution.
  2. Taking ownership of a problem means:
    1. Paying the customer for the problem.
    2. Resolving the problem.
    3. Sending the customer to someone else.
    4. Taking responsibility for the resolution of the problem and following up with the customer.
  3. Consider the following scenario and respond to the question at the end.
    1. McKinley hired your company to create a resume, cover letter, and job application packet for a job he is interested in. He provides you with some information and then tells you to make up the rest. He says he needs to look good for this position, but does not have the proper educational credentials. He says it is OK, everyone does it. When you refuse to lie on his resume, he threatens to complain to your supervisor that you are not doing the job he hired you to do. How do you handle the situation?

Solution:

  1. B. A loyal customer.
  2. D. Taking responsibility for the resolution of the problem and following up with the customer
  3. Your thoughts should include the ethical dilemma of creating a false resume and the effect it could have on the credibility of your company. Some methods to handle McKinley without alienating him include explaining that incorrect information on a resume could lead to problems after being hired and you do not want anything like that to happen to him.
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