Your first reaction to a customer's complaint (Chapter 8): A. if face-to-face should maintain eye-contact. B. should include nonverbal behaviors that avoid challenging. C. will likely determine the customer's willingness to give additional feedback. D. All of the aboveUse of the Net Promoter Score (Chapter 8): A. offers little useful information unless accompanied by interview data. B. is not widely used, although has great potential. C. identifies the proportion of promoters and detractors. D. applies 5-point true-false scales