ASQ Certified Manager of Quality / Organizational Excellence (CMQ/OE) — Question 24

Which of the following actions will help to ensure that a customer will want to return after a bad experience?

Answer options

• A. Issuing a written apology from top management
• B. Providing a speedy resolution by front-line associates at the time of complaint
• C. Offering a price reduction within 30 days after receiving a complaint
• D. Asking the customer to complete a complaint form as part of the quality improvement process

Correct answer: D

Explanation

Asking the customer to complete a complaint form as part of the quality improvement process (D) allows the business to gather valuable feedback and demonstrates a commitment to addressing issues. While the other options may provide temporary relief, they do not actively involve the customer in the improvement process, which is crucial for rebuilding trust and ensuring future loyalty.