Question: Should the customer service representative have apologized in this case? a.An apology is not advisable. It could be seen as an admission of liability and

Should the customer service representative have apologized in this case?

a.An apology is not advisable. It could be seen as an admission of liability and potentially invite the customer to make greater demands.

b.Yes, an extensive apology at the end of the letter would have shown the writer's humility and ended the message on a conciliatory note.

c.No apology is needed. It would introduce a negative tone. The remedy is sufficient for maintaining the customer's goodwill and rebuilding his confidence in the Yuma brand.

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer

Step: 1 Unlock blur-text-image

Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock

Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

Scot and Joplin are in partnership. They share profits in the ratio: Scot 70 per cent; Joplin 30 per cent. The following trial balance was extracted as at 31 December 2013. Required: Draw up a set of...

1) Which opening is most appropriate for this adjustment letter? a.We offer you our sincere apologies for the poorly-made gym bag. We're truly sorry for the inconvenience of having your exercise...

Question 1 Anil is a new customer service representative in a busy insurance company sales department. In training, he is finding that his employer greatly values acting professionally at all times....

Assess the severity of the legal risk for each complaint. Include a summary of the plaintiff's case and potential defenses against each claim. Address the severity of potential legal liability....

1 of 14 23 The Chinese-Made Toy Recalls at Mattel, Inc. On September 21, 2007 in Beijing China, a meeting took place between Mt. La Changjiang a top Chinese quality official Mr. Thomas Debrowski, a...

identification of main issues? qauality of analysis and interpretation? quality of solutionsa nd strategies? 23 The Chinese-Made Toy Recalls at Mattel, Inc. On September 21, 2007 in Beijing China, a...

please give the answer in more detail because it worth 10% I. Major Facts - What facts could be causing the issue or issues? (Intro) State here the major facts as you see them. Make statements clear...

34 Academy of Management Perspectives A R T I C November L E S The Management of Organizational Justice by Russell Cropanzano, David E. Bowen, and Stephen W. Gilliland Executive Overview...

If two fair dice are thrown, what is the probability that at least one score is a prime number? What is the complement of this event? What is its probability?

The company expects to have a 15 percent increase in sales this year. If your degree of operating leverage is 1.2 and your degree of financial leverage is 3.5, what will be the percentage change in...

9 Here is an equation: x3-x=120 a Is x =5 a solution? Give a reason for your answer. b Is x =- 5 a solution? Give a reason for your answer.

As the manager of Smith Construction, you need to make a decision on the number of homes to build in a new residential area where you are the only builder. Unfortunately, you must build the homes...