If You Are Seeking Only One Piece of Information in a Routine

question 25

Multiple Choice

If you are seeking only one piece of information in a routine inquiry message, you should

• A) begin the message with a specific question.
• B) open the message with an expression of thanks.
• C) write the message using the I-viewpoint.
• D) avoid using the active voice in writing sentences.
• E) use clichés that sound positive to build goodwill.

Identify techniques and tools for analyzing customer data to enhance customer relationships.

Recognize the importance of increasing customer lifetime value and share of customer through CRM efforts.

Understand the role of various communication methods in enhancing customer service and CRM.

Identify customer service objectives and strategies to improve customer satisfaction and loyalty.

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Definitions:

Breaking Bad News

The delicate process of delivering unfavorable or distressing information in a considerate and supportive manner.

Employees

Individuals who are hired to work for another person or business in exchange for compensation.

Public

The general population or the community at large, often referenced in the context of public opinion, public spaces, or public services.

Bad-news Message

Communication designed to convey unfortunate or disappointing information to the recipient in a sensitive and understanding manner.