When delivering bad news to a customer, you should typically:
A)use an aggressive tone of voice.
B)avoid apologizing when the news is related to company policies.
C)use a polite tone of voice.
D)dwell on long apologies.

Question

Quizplus · Accepted Answer

Using a polite tone of voice when delivering bad news can help to reduce the negative impact on the customer and maintain a sense of professionalism. It also shows that you are empathetic to their situation.

Answer: B
 Avoiding apologies when the news is related to company policies may further aggravate the situation for the customer. It is important to acknowledge their situation and express regret even if it is not directly the fault of the company.

Therefore, the best choice is: C.

When Delivering Bad News to a Customer, You Should Typically