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Test Five Steps to Gaining Customer Forgiveness
Agenda
QUESTION 1: What is the first step in the five-step model for earning a client's forgiveness?
Offer a sincere and unconditional apology
Propose an action plan for the future
Offer financial compensation
Follow up to see if the customer is satisfied
QUESTION 2: What does a company demonstrate when it takes full responsibility for a mistake (accountability)?
That the error was the fault of a third party
That the client is partially responsible
Integrity and transparency
That the problem is not so serious
QUESTION 3: What impact does compensation have, beyond repairing the financial damage?
Aggravates customer frustration
It has a positive psychological impact, making the customer feel valued
It proves that the company is not responsible
Forces the customer to continue purchasing
QUESTION 4: What does the "Action Plan" step consist of?
In apologizing again to the customer
In offering a full refund
In blaming another department for the error
In communicating to the client the specific measures that will be taken to prevent the problem from recurring
QUESTION 5: What is the purpose of the last step, "Follow-up"?
Ensure that the problem has been resolved to the customer's complete satisfaction
Offer new compensation
Sell a new product to the customer
Remind the customer that the error has already been resolved
QUESTION 6: What effect can a superficial or robotic apology have?
Strengthens customer loyalty
It can aggravate the situation
It is the most effective way to apologize
Solve the problem immediately
QUESTION 7: What should be avoided in the "Accountability" step?
Take responsibility for the mistake
Demonstrate integrity and transparency
Recognizing the company's failure
Making excuses or blaming others
QUESTION 8: What can be the difference between losing a customer and turning them into a brand advocate?
Ignore the problem until the customer forgets
Give a superficial apology
Adequate compensation
Blame the customer for the misunderstanding
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