This topic contains a solution. Click here to go to the answer

Author Question: Discuss why it is especially important to communicate bad-news messages in a way that will maintain ... (Read 64 times)

bclement10

  • Hero Member
  • *****
  • Posts: 560
Discuss why it is especially important to communicate bad-news messages in a way that will maintain the audience's goodwill in our increasingly technological age.
 
  What will be an ideal response?

Question 2

Discuss how legal liabilities might affect a bad-news message.
 
  What will be an ideal response?



Related Topics

Need homework help now?

Ask unlimited questions for free

Ask a Question
Marked as best answer by a Subject Expert

ally

  • Sr. Member
  • ****
  • Posts: 331
Answer to Question 1

Answer: It is nothing new that customers are more likely to share information about negative customer service experiences than positive ones. But today's profusion of different communication methods  email, blogs, text-messaging, social networking mediums like Facebook and Twitter, etc.  make it increasingly easy for customers to share information with more people, all over the world, almost instantaneously. The Internet allows for two-way conversation with customers, and companies have to be prepared that the conversation will not always be favorable. Learning how to deliver bad news effectively to avoid customer complaints that can spread like wildfire is vital in today's multimedia environment.

Answer to Question 2

Answer: Legal liabilities may result from some bad-news messages, for example, having to break or modify a contract. If you are unable to meet the terms of your original contract, but convey this news in a message that takes into account your customer's perspective, acknowledges the inconvenience the news will cause your customer, and offers some alternatives, you will stand a better chance of maintaining the customer's goodwill and business. For instance, instead of declaring you cannot meet a contractually agreed upon deadline, you might ask the customer for an extension, or even for a modification of which deliverables will be submitted by the original date. This gives the customer a sense that you value his business and puts him in the position of being able to grant you a favor, instead of being in the powerless position of having bad news imposed on him. This would likely mean that you will be able to work the situation out amicably instead of dealing with litigation. Whether or not you include an apology may also have some bearing on the legal situation. Some people feel that it is dangerous to apologize, as doing so puts a company in a defensive position that could imply legal liability. Yet some research has shown that a well-timed, strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court.




bclement10

  • Member
  • Posts: 560
Reply 2 on: Jun 23, 2018
Thanks for the timely response, appreciate it


momolu

  • Member
  • Posts: 320
Reply 3 on: Yesterday
Wow, this really help

 

Did you know?

Women are two-thirds more likely than men to develop irritable bowel syndrome. This may be attributable to hormonal changes related to their menstrual cycles.

Did you know?

Every flu season is different, and even healthy people can get extremely sick from the flu, as well as spread it to others. The flu season can begin as early as October and last as late as May. Every person over six months of age should get an annual flu vaccine. The vaccine cannot cause you to get influenza, but in some seasons, may not be completely able to prevent you from acquiring influenza due to changes in causative viruses. The viruses in the flu shot are killed—there is no way they can give you the flu. Minor side effects include soreness, redness, or swelling where the shot was given. It is possible to develop a slight fever, and body aches, but these are simply signs that the body is responding to the vaccine and making itself ready to fight off the influenza virus should you come in contact with it.

Did you know?

Fungal nail infections account for up to 30% of all skin infections. They affect 5% of the general population—mostly people over the age of 70.

Did you know?

It is difficult to obtain enough calcium without consuming milk or other dairy foods.

Did you know?

According to animal studies, the typical American diet is damaging to the liver and may result in allergies, low energy, digestive problems, and a lack of ability to detoxify harmful substances.

For a complete list of videos, visit our video library