Asked by Mercy Ikediuba on Jul 08, 2024
Verified
Your communication goals do NOT include ________ if you're sending bad news about transactions.
A) modifying the customer's expectations
B) explaining your plan for resolving the situation
C) repairing any damage to the business relationship
D) pinpointing what the customer did wrong
Customer's Expectations
The beliefs or standards that customers have regarding the quality, performance, and value of a product or service.
Repairing Damage
The process of fixing or restoring something that has been broken, harmed, or impaired.
Modifying
The act of making changes or alterations to something, often to improve it or to adjust it to different conditions.
- Learn how to communicate negative messages effectively while preserving business relationships.
Verified Answer
RC
Renee ColonJul 14, 2024
Final Answer :
D
Explanation :
Pinpointing what the customer did wrong is not a productive goal when communicating bad news about transactions. It may come off as accusatory and blaming, which could damage the business relationship further. Instead, the focus should be on addressing the issue at hand and finding a solution.
Learning Objectives
- Learn how to communicate negative messages effectively while preserving business relationships.