Question: Your facility received a very negative complaint. When you ask your associate, Sam, about it , she says she quickly contacted the person who filed

Your facility received a very negative complaint. When you ask your associate, Sam, about it

,

she says she quickly contacted the person who filed the complaint to apologize and fix the issue. She says the person was pleased and sent a note of thanks.

1

Which statement is MOST like how you would respond?

Tell Sam you're happy with her effort. Ask what she thinks triggered the complaint and if there is an underlying issue to fix.

Which statement is LEAST like how you would respond?

Your facility received a very negative complaint. When you ask your

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