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

question 88

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 they are 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:

Counterproductive Work Behavior

These are actions by employees that go against the objectives and interests of their employer, potentially harming the organization or its members.

Workplace Deviance Behavior

Actions by employees that violate organizational norms and policies, potentially harming the organization or its members.

Terminal Values

Values that influence the goals to be achieved or the end states of existence.

Instrumental Values

Values that shape the acceptable behaviors that can be used to achieve some goal or end state.