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Exam CMQ-OE topic 1 question 196 discussion

Actual exam question from ASQ's CMQ-OE
Question #: 196
Topic #: 1
[All CMQ-OE Questions]

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

  • 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
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Suggested Answer: D 🗳️
by 4f400d2 at March 28, 2025, 12:29 a.m.

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4f400d2
3 weeks, 1 day ago
Selected Answer: B
Providing a speedy resolution to a customer's complaint is crucial in restoring customer trust and satisfaction, especially after a bad experience. Quick resolutions can turn a negative experience into a positive one, increasing the likelihood that the customer will want to return. Answer D: it may feel like an additional burden to the customer rather than an immediate remedy to their issues.
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