Question

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and a. provide resale information or promote products and services. b. follow up with a written message that documents the phone call and promotes goodwill. c. come to an agreement on a refund or compensation. d. suggest a face-to-face meeting to resolve any remaining issues.

Answer 1

Answer:

b. follow up with a written message that documents the phone call and promotes goodwill.

Explanation:

CRM is an acronym for customer relationship management and it typically involves the process of combining strategies, techniques, practices and technology so as to effectively and efficiently manage their customer data in order to improve and enhance customer satisfaction. Therefore, this employees are saddled with the responsibility of ensuring the customer are satisfied and happy with their service at all times.

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and follow up with a written message that documents the phone call and promotes goodwill. This would go a long way to pacify and encourage the customer not to ditch the brand, as well as mitigating or erasing the perceived bad image of the company.