When the Customer Has No Established Expectation,which of the Following

question 11

Multiple Choice

When the customer has no established expectation,which of the following should be the focus of the bad news message?

• A)Resetting the expectations that are assumed by the writer
• B)Explaining how you plan to resolve the problem
• C)An apology
• D)An explanation of what went wrong
• E)Information on the situation

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Definitions:

Grabbing Brakes

A condition where brakes apply too abruptly or with excessive force.

Glazed Linings

Refers to the condition where brake linings develop a shiny surface, reducing braking efficiency.

Fluid Contaminating

The process by which unwanted substances enter a fluid system, potentially causing damage or inefficiency in mechanical systems.

Brake Dust

Fine particulate matter produced from the wear of brake pads and rotors during the braking process.