A customer who had to be told "no" will remain unhappy even if offered viable options or alternatives.

Question

BlackTom AI · Accepted Answer

When a customer has been told 'no,' their satisfaction can still be influenced by the way options are presented and by the empathy shown, which means the statement may not always hold true.
Option 1: 'True' — This claim asserts that a customer will remain unhappy even if presented with viable options. The explanation here is that providing alternatives, along with a clear rationale, can reduce frustration by offering a path forward. However, the absolutist tone of this statement fails to consider the power of good communication and problem-solving support in service recovery.
Option 2: 'False' — This option recognizes that the impact of hearing 'no' can be mitigated. If a representative offers viable alternatives, explains why the initial request cannot be fulfilled, and guides the customer toward workable solutions, satisfaction can improve. It also reflects the idea that customer experience is influenced by tone, context, and the perceived fairness of the process.
In terms of reasoning, the core misconception in option 1 is treating the 'no' as terminal regardless of the follow-up. The reality in many service interactions is that providing options, setting expectations, and showing willingness to assist can reduce negative emotions and preserve goodwill.
From a practical perspective, the most effective approach after a 'no' is to acknowledge the customer's feelings, present viable alternatives, and offer next steps or compromises. This undermines the blanket claim in option 1 and supports the idea that a negative result can be softened through constructive alternatives.
Overall, the analysis highlights how crucial communication strategy is in customer satisfaction: a firm constraint like 'no' does not automatically doom the relationship if coupled with options and empathetic handling.

CSR13E1_CPL - Customer Service - CPL Final Exam- Requires Respondus LockDown Browser

A customer who had to be told "no" will remain unhappy even if offered viable options or alternatives.

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