Author Question: Personally delivering bad news is sometimes recommended, but written messages are important to ... (Read 61 times)

Hungry! · **on:** Jun 23, 2018

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and
A) to promote good relations.
B) to denote your leadership rank.
C) to persuade the receiver to follow your recommendations.
D) to allow you to identify your organization and position.

Question 2

All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and
A) follow up with a message that documents the phone call and promotes goodwill.
B) suggest a face-to-face meeting to resolve any remaining issues.
C) come to an agreement on a refund or compensation.
D) provide resale information or promote products and services.