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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Definitions:

Metacommunication

Communication about communication, referring to all the nonverbal cues and contextual factors that convey additional meaning to the actual words spoken.

Verbal Communication

The process of conveying messages or information through spoken words.

Vocal Kinesic Message

Non-verbal communication conveyed through voice modulation and pitch, emphasizing the speaker's message beyond words.

Visual Kinesic Message

Communication through body language, such as gestures or facial expressions, which conveys information without spoken words.