Which of the following is the most appropriate apology when writing a negative news message?
A)"I am sorry you had a problem with this product, and please know this issue will never happen again."
B)"If this issue has created any problems for you, we are sorry."
C)"I am sorry to hear of your difficulties with this product."
D)"I am sorry to hear of your difficulties, as we sell millions of these products a year and no one else has expressed any concern with them."
E)"I am sorry if anyone had difficulties with this product."

Question

Quizplus · Accepted Answer

C)If you do apologize, make it a real apology. Don't say "I'm sorry if anyone was offended" by what you did-this statement implies that you're not sorry at all and that it's the other party's fault for being offended. For example, when Target's information systems were infiltrated in a hacking attack that exposed the personal data of tens of millions of customers, CEO Gregg Steinhafel's apology to customers included the statement, "I know this breach has had a real impact on you, creating a great deal of confusion and frustration." Note that he did not say "if this breach caused you any confusion or frustration."

Which of the Following Is the Most Appropriate Apology When