Asked by Bryan Badger on Sep 25, 2024
Verified
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
Expectation
The belief or anticipation about what should happen or what someone should achieve in the future.
Bad News Message
Communication that delivers unfavorable or disappointing information to the recipient.
- Comprehend the criticality of detailing the rationale behind decisions or explanations when presenting unpleasant information.
Verified Answer
SE
Sheikh Emadul4 days ago
Final Answer :
E
Explanation :
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.
Learning Objectives
- Comprehend the criticality of detailing the rationale behind decisions or explanations when presenting unpleasant information.
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