Lara Is Responding to a Customer Who Complained That His

question 4

Multiple Choice

Lara is responding to a customer who complained that his broadband service was down for two days during a recent storm and that he missed out on some important business communications as a result. Which of the following lines reflects the best way in which Lara can apologize to this customer?

• A) I am shocked and dismayed that you had to go through this.
• B) I take personal responsibility for the inconvenience caused to you.
• C) I am sorry that the company could not get your service back up more promptly.
• D) I am sorry to hear of your difficulties.

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Definitions:

Norm

A standard or guideline that regulates behavior in a group, society, or culture.

In-crowd

A group of people who are considered fashionable or popular within a particular context or community.

Pet Peeve

A minor annoyance that an individual finds particularly irritating, far more than others may.

Text Message

A short message sent electronically, typically from one mobile phone to another.