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. ‘ . * rota oe Ae ey eee... oo oe + senatianaapaieaggt oe Gelber tna enteampeaee gears = ‘ Pindirg the Answer 4n coswer to complaints of this roture mst moet several requircvcents,. 1. It rust be tactful. The custcmer must feel same degree of dise aotiefaction, or he would ast be voiciar the conplaint in the first place. 2. I mist be brief. 4c cuswer which generates c prolonged or enlarged sieoussion is iikely eniv to iscrense further the oustaner's disentisfaction, Moreover, the salespersan is net in a position to fully discuss, explain, or justify oonacenent's decisions and actions in this creo. dn involved discussion will only get hin in over his head. S. I must be genuine -nd spontcnequs. It cannot be an onewer to be read, twnerised, or parreted, The custoner on no ascount must feel that he ie being civen o standord “line”. . 4. Uost importantly, it cust moke the customer, o8 & potron of your store, feel that his views are important to the operaticna of the institution. Because, os pointed cut earlier, customers’ reactions will vary widely, finding the one proper response to neet all canplaints is difficult. Pure ther, finding one anewer will neet all four requirenents listed above is equally difttoult. | Considerable study ond consultation with psychologists indicates that a response along the following lines on the part of the aclesperves involved will be nost sctisfactory, The etatenent, cf course, should be in the salespersan's own words, althourh it mast not vary in thought or content. Partioulorly to be avoided are the words er phroses, “I'm sorry,” "I a merpet 7 eng Menpise.” ag? es