案例分析-续 Case analysis （Part 2） 3-2. [3-2A，3-2B...

案例分析-续 Case analysis （Part 2） 3-2. [3-2A，3-2B中任选一题回答，Answer either 3A or 3B] Other Mercedes-Benz customers have more concerns after this issue. （10 分) 3-2A: Please give definition of four means of reducing relationship anxiety and elabrate with the case. [请给出四种缓解客户关系紧张的策略，并结合本案例内容进行解释] 3-2B: According to Wilson Learning Corporation’s process in addressing customer concerns, what is the LSCPA in handing such concerns？ Please elabrate with the case. [根据Wilson Learning Corporation处理客户顾虑的过程，什么是处理客户顾虑的LSCPA法则？请结合本案例进行说明] 3-3. How to enhance the relationship after the settlement in this case？ [在此案例中，和解以后应该如何提升客户关系？] （5 分)