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:

Checkup

A medical examination to assess a person's health or the condition of an organ or system, often part of routine health maintenance.

Socio-emotional Development

Refers to the process by which individuals learn and develop the skills to understand and manage emotions, establish and maintain relationships, and develop a sense of self and others.

Harry Harlow

Harry Harlow was an American psychologist best known for his maternal-separation and social isolation experiments on rhesus monkeys, which highlighted the importance of caregiving and companionship in social and cognitive development.

Comforting Touch

Comforting touch is a physical way of showing empathy, support, or love, which can significantly reduce stress, soothe pain, and increase feelings of connection and security.