When Communicating Bad News to a Customer, Which of the Following

question 23

Multiple Choice

When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?

• A) The company must correct all errors, if it is at fault.
• B) The company must apologize whether or not they are at fault.
• C) The company must avoid using buffer statements.
• D) The company must avoid providing reasons for denying the request.
• E) The company must use the direct approach so as not to waste the customer's time.

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Definitions:

Ethnic Majority

The group within a given population or society that comprises the majority of members sharing the same cultural, linguistic, or racial background.

Social Learning View

The theory that suggests people develop prejudice and stereotypes about members of various groups in the same way they learn other attitudes, beliefs, and values.

Prejudicial Attitudes

Biased opinions or feelings against a person or group without sufficient knowledge, often leading to unfair treatment.

Stereotyping

The act of assigning oversimplified or generalized characteristics to a group of people, ignoring individual differences.