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Business, 15.04.2020 03:14 cameronbeaugh

Ack, a sales manager, is confronted by Jessica, a dissatisfied customer. Jessica claims that she has received a defective piece of merchandise and wants to make a complaint. Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff, and recorded into the complaint-handling system. After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days. The conflict resolution technique used by Jack in this situation is called due process nonaction emotions

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