You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?
A) Do not suggest your business typically pleases its customers; do apologize for failure.
B) Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
C) Do not be vague about improvements; do guarantee the situation will not recur.
D) Do not blame customers; do blame individuals or departments inside your organization.
Question 2
Which of the following represents the most appropriate apology in an adjustment message?
A) We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.
B) We are sorry for any inconvenience this may have caused.
C) We regret the error that caused the system failure you claim on your DataServe router.
D) It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.
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