Which of the Following Can Soften the Bad News When

question 78

Multiple Choice

Which of the following can soften the bad news when denying a customer request?

• A) making the customer feel guilty about requesting
• B) stating that such requests in the future will not be entertained
• C) stating that company policy prohibits the request
• D) offering an alternative solution to the customer's request
• E) asking the customer to read the service guidelines before sending a request in the future

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Definitions:

Physiological Dead Air Space

The volume of the airways where gas exchange does not occur, including parts of the bronchial tree and trachea.

Anatomic Dead Space

The portion of the respiratory system where gas exchange does not occur, including the nose, trachea, and bronchi, where air is moved in and out without being involved in oxygen/carbon dioxide exchange.

Respiratory Membrane

The thin barrier through which gas exchange occurs between the air in the lungs and the blood in capillaries.

Gas Exchange

The process by which oxygen is taken in and carbon dioxide is expelled, primarily occurring in the lungs between air in the alveoli and blood in the capillaries.