Multiple Choice
Your communication goals do not include ________ if you're sending bad news about transactions.
A) modifying the customer's expectations
B) explaining your plan for resolving the situation
C) repairing any damage to the business relationship
D) pinpointing what the customer did wrong
Correct Answer:
Verified
Correct Answer:
Verified
Q29: Employees who observe illegal or unethical behavior
Q30: Avoid hiding behind _ _ to justify
Q31: In refusing a customer's request for adjustment,
Q32: In the _ approach for negative messages,
Q33: When responding to rumors and countering negative
Q35: To reject someone as clearly and kindly
Q36: When you're planning a negative message, _
Q58: You are faced with informing your supervisor
Q70: List three techniques for deemphasizing bad news.
Q106: If a customer makes an unreasonable claim