Whether or not you should apologize when delivering bad news ...

[audie]

Whether or not you should apologize when delivering bad news about transactions depends mainly on
 
  A) how much the customer has purchased from your company in the past.
  B) the medium you are using for the message.
  C) how long it has been since the problem occurred.
  D) the nature of the relationship with the customer.
  E) if you didn't meet agreed upon expectations.

Question 2

A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit.
 
  Which of the following would be the best way to refuse her request for a refund?
  A) State that company policy prevents you from accepting the return but that if you had anything to say about it, you'd take it back, no questions asked.
  B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
  C) Challenge the woman to try on the dress and prove that it doesn't fit.
  D) Use humor to soften the blow of your refusal.
  E) Let her know that she's not the first customer to try this, and threaten to call security.

[duke02]

Answer to Question 1

Answer: E
Explanation: E) If you did set the customer's expectations and now find that you can't meet them, your task is more complicated. In addition to resetting those expectations and explaining how you'll resolve the problem, you should include an apology as part of your message. The scope of the apology depends on the magnitude of the mistake.

Answer to Question 2

Answer: B
Explanation: B) The key to the situation is to be as polite and helpful as possible. What you don't want to do is give the woman any cause to feel she is being treated unfairly.

[audie]

Excellent

[Dominic]

Gracias!