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24 February, 16:25

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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  1. 24 February, 18:22
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    due process nonaction.

    Explanation:

    In the situation described in the question, Jack is using a conflict resolution strategy called non-action emotions in the process.

    This is a technique used to resolve conflicts in commercial and organizational interactions where the main objective is to wear down the dissatisfied individual, but still affirm that there are procedures for availability and openness to resolve their dissatisfactions.

    This occurred on the issue where sales manager Jack wears through bureaucratic procedures to dissatisfied customer Jessica.
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