Author Question: Constructing messages saying no to emotionally involved receivers is a challenging communication ... (Read 181 times)

TVarnum · **on:** Jun 23, 2018

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?
A) Use the refusal-before-reason pattern to present the information artfully.
B) Place blame where blame is due, including on the customer if he or she is responsible.
C) Avoid offering resale information because it may weaken customer confidence.
D) Use neutral, objective language to explain the reason the claim is refused.

Question 2

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
A) Investigate the situation thoroughly before responding.
B) Admit that her company errored if the complaint is legitimate and try to remedy the problem.
C) Suggest a refund or a discount on future services.
D) Kenesha should follow all these tips.