Written messages to deliver bad news to customers are important when
A) personal contact is impossible.
B) you need to establish a record of the incident.
C) you want to promote good relations.
D) All of these situations would make written messages important.

Question

Quizplus · Accepted Answer

All of these situations would make written messages important. When personal contact is impossible, a written message ensures that the customer receives the news in a timely manner. In addition, having a record of the incident is important for legal or organizational purposes. Finally, even though bad news may strain customer relations, a well-written message that is empathetic towards the customer's situation can demonstrate the company's commitment to customer satisfaction.

Written Messages to Deliver Bad News to Customers Are Important