Lara Is Responding to a Customer Who Complained That His

question 44

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.
• E)I apologize on behalf of the company.

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Definitions:

Cost-benefit Principle

This refers to the economic principle that actions or decisions should be pursued only if the benefits outweigh the costs.