You Should Use Sensitive Language in an Adjustment Message in Case

question 15

Multiple Choice

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

• A) Do not suggest your business typically pleases its customers; do apologize for failure.
• B) Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
• C) Do not be vague about improvements; do guarantee the situation will not recur.
• D) Do not blame customers; do blame individuals or departments inside your organization.

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