16.Question :(TCO 10) The three-step process for acting on complaints does NOT include: 17.Question :(TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again? 18.Question :(TCO 10) Feedback is a form of:
19.Question :(TCO 10) A quick response to a customer's problem should convey:
20.Question :(TCO 11) When it comes to listening versus speaking:
21.Question :(TCO 12) A good strategy with an angry customer is:
22.Question :(TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?
23.Question :(TCO 11) Abrasiveness refers to:
24.Question :(TCO 13) In the NPS formula, the P stands for:
25.Question :(TCO 13) Market share refers to: 1.Question :(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.