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Critical Thinking Case
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1

What is the best way to maintain the goodwill of a customer who writes a letter of complaint about your organization’s recent service?
A)Respond immediately to the letter and address the customer’s specific concerns, apologize for any inconvenience, and offer some form of discount for future use.
B)Respond to the customer by saying that you have passed his concerns to the complaint department.
C)Apologize to the customer by saying that sometimes things are overlooked due to the sheer volume of business.
D)Send the customer a free product from your company.





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