Gavin Purchased an MP3 Player at a Large Electronics Retailer

Multiple Choice

Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working, he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?

A) Her message was insensitive and likely offended Gavin.
B) Her message failed to consider a positive image of the retailer she works for.
C) Her message was unclear and will likely result in further communication from Gavin.
D) Her message effectively balanced all four goals of communicating bad news.
E) Her message failed to achieve any of the four goals of communicating bad news.