When Delivering Bad News to a Customer, You Should Typically

question 77

Multiple Choice

When delivering bad news to a customer, you should typically:

• A)use an aggressive tone of voice.
• B)avoid apologizing when the news is related to company policies.
• C)use a polite tone of voice.
• D)dwell on long apologies.

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Definitions:

Political Skills

The ability to understand and influence others in a way that promotes personal, team, or organizational objectives.

Developing

The process of growth, expansion, or evolution, often involving passage through various stages.

Internal Locus

The belief that one has control over their life and outcomes based on their own efforts and actions.

External Matters

Issues or factors that originate outside of an individual or system and can impact its functioning.