Your communication goals should include ________ if you're sending bad news about transactions.
A)modifying the customer's expectations
B)changing your plan for resolving the situation
C)ignoring any damage to the business relationship
D)pinpointing what the customer did wrong
E)refusing to acknowledge the customers concerns

Question

Quizplus · Accepted Answer

When delivering bad news about transactions, it is important to modify the customer's expectations in order to manage their disappointment or frustration. This can involve setting realistic timelines for a resolution or explaining any limitations in the company's ability to fix the issue. Choosing B, C, D, or E would not be effective in achieving the communication goal of managing the customer's expectations.

Your Communication Goals Should Include ________ If You're Sending Bad