Responding to customer complaints MCQs in digital marketing

By: Prof. Dr. Fazal Rehman Shamil | Last updated: September 19, 2024

1. What is the first step a business should take when responding to a customer complaint?

a) Ignore the complaint
b) Immediately offer a discount
c) Acknowledge the complaint and apologize for the inconvenience
d) Delete the complaint from all platforms

Answer: c) Acknowledge the complaint and apologize for the inconvenience

2. How should a company respond to a complaint that is posted publicly on social media?

a) Delete the post and ignore the complaint
b) Respond publicly with a solution and invite the customer to continue the conversation in private
c) Respond privately without addressing the complaint publicly
d) Post a general statement apologizing for all complaints

Answer: b) Respond publicly with a solution and invite the customer to continue the conversation in private

3. What is an effective way to handle a complaint about a product defect?

a) Blame the customer for misuse
b) Apologize, offer a replacement or refund, and assure corrective measures
c) Ignore the complaint and hope it resolves itself
d) Post a denial on social media

Answer: b) Apologize, offer a replacement or refund, and assure corrective measures

4. When dealing with a recurring complaint from multiple customers, what should a company do?

a) Ignore it since it’s only a few complaints
b) Conduct a thorough review to identify and resolve the underlying issue
c) Discontinue the product or service immediately
d) Blame external factors without investigating further

Answer: b) Conduct a thorough review to identify and resolve the underlying issue

5. Why is it important to respond to customer complaints in a timely manner?

a) To avoid additional complaints
b) To maintain customer satisfaction and demonstrate that the company values feedback
c) To delete the complaint quickly
d) To shift the blame onto others

Answer: b) To maintain customer satisfaction and demonstrate that the company values feedback

6. What is a key element to include in a response to a customer complaint?

a) A defensive tone
b) A clear explanation of the problem without a solution
c) A sincere apology and a proposed solution or action plan
d) A generic apology that doesn’t address the specific complaint

Answer: c) A sincere apology and a proposed solution or action plan

7. How should a company handle a complaint that contains false information?

a) Ignore it and hope it goes away
b) Respond calmly with accurate information and offer to correct the misunderstanding
c) Publicly argue with the customer
d) Delete the complaint and block the customer

Answer: b) Respond calmly with accurate information and offer to correct the misunderstanding

8. What role does empathy play in responding to customer complaints?

a) It is not important and should be avoided
b) It helps to build rapport and shows that the company understands and values the customer’s perspective
c) It is only useful for resolving technical issues
d) It complicates the response process

Answer: b) It helps to build rapport and shows that the company understands and values the customer’s perspective

9. How should a company handle a complaint about poor customer service?

a) Blame the customer for the misunderstanding
b) Apologize for the poor service, offer a solution, and assure that steps will be taken to improve
c) Ignore the complaint and focus on other tasks
d) Provide a generic response that does not address the specific issue

Answer: b) Apologize for the poor service, offer a solution, and assure that steps will be taken to improve

10. What is an effective way to follow up after resolving a customer complaint?

a) Ignore the customer and move on
b) Check back with the customer to ensure they are satisfied with the resolution and ask for additional feedback
c) Offer a discount without confirming the resolution
d) Request the customer to remove their complaint from social media

Answer: b) Check back with the customer to ensure they are satisfied with the resolution and ask for additional feedback

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