At which stage is it important for a business to keep track of what its customers need?

Which of the following are things you should never say to an upset customer?

How would you deal with a customer who is unhappy because of their own fault but insists that you solve the problem to their satisfaction?

Which of the following responses can have a negative impact on an angry customer?

What is the desirable response time when replying to a customer over email?

All of the following are essential elements of meeting customer expectations EXCEPT:

All of the following statements about customer needs are true EXCEPT:

When dealing with an unhappy customer, you should do all of the following EXCEPT:

Customer complaints are gaps between what the customers expect and what a business is able to deliver them.

Effective customer relationship management involves all of the following EXCEPT:

When responding to a first-time complaint from a customer, you should do all of the following EXCEPT: