Using _____ must be avoided while conveying bad news to customers.
A)an accusatory tone
B)neutral language
C)passive verbs
D)teaser messages
E)a buffer statement

Question

Quizplus · Accepted Answer

Even when customers are at fault, use neutral language (avoid you-voice and use passive verbs) to point out mistakes. If a person uses you-voice, the tone is accusatory and even confrontational.

Using _____ Must Be Avoided While Conveying Bad News to Customers