How can someone maintain credibility and goodwill while ...

[sabina]

How can someone maintain credibility and goodwill while acknowledging a mistake has been made?
 
  A) Minimize the potential damage from the mistake
  B) Provide a long list of reasons why the mistake was made
  C) Identify all those who were instrumental in supporting the bad decision
  D) Take responsibility for the mistake
  E) Send a letter of apology to all affected by the mistake

Question 2

Which of the following can soften the bad news when denying a customer request?
 
  A) Making the customer feel guilty about requesting
  B) Stating that such requests in the future will not be entertained
  C) Stating that company policy prohibits the request
  D) Offering an alternative solution to the customer's request
  E) Asking the customer to read the service guidelines before sending a request in the future

[allisonblackmore]

Answer to Question 1

Answer: D
Explanation: D) People are usually very uncomfortable when they need to acknowledge mistakes they have made or problems they have caused. Yet in business, taking responsibility for mistakes and bad decisions is critical for maintaining both credibility and goodwill.

Answer to Question 2

Answer: D
Explanation: D) Offering an alternative solution to the request would soften the bad news and would make it likely that the customer will continue business with the company although the request was denied.