When the customer has no established expectation,which of the following should be the focus of the bad news message?
A)Resetting the expectations that are assumed by the writer
B)Explaining how you plan to resolve the problem
C)An apology
D)An explanation of what went wrong
E)Information on the situation

Question

Quizplus · Accepted Answer

E)If you haven't done anything specific to set the customer's expectations-such as promising delivery within 24 hours-the message simply needs to inform the customer of the situation, with little or no emphasis on apologies.

When the Customer Has No Established Expectation,which of the Following