When a customer writes to you requesting information on a product/service, you should:

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

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:

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

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

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?