Effective customer relationship management involves all of the following EXCEPT:

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

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

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

Are complaining customers good for the business? Why or why not?

Which of the following is/are true regarding Customer Relationship Management?

Which of the following responses can have a negative impact on an angry 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 are things you should never say to an upset customer?

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

When providing customer service on the internet, you need to make sure that: