You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?
A) Do not suggest your business typically pleases its customers; do apologize for failure.
B) Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
C) Do not be vague about improvements; do guarantee the situation will not recur.
D) Do not blame customers; do blame individuals or departments inside your organization.

Question

Quizplus · Accepted Answer

Using positive language helps to maintain a constructive tone and can help soothe an upset customer, while negative words might exacerbate their frustration.

You Should Use Sensitive Language in an Adjustment Message in Case