How can someone maintain credibility and goodwill while acknowledging a mistake has been made?

How can someone maintain credibility and goodwill while acknowledging a mistake has been made?
 
  A) Minimize the potential damage from the mistake
  B) Provide a long list of reasons why the mistake was made
  C) Identify all those who were instrumental in supporting the bad decision
  D) Take responsibility for the mistake
  E) Send a letter of apology to all affected by the mistake

Ques. 2

Which of the following can soften the bad news when denying a customer request?
 
  A) Making the customer feel guilty about requesting
  B) Stating that such requests in the future will not be entertained
  C) Stating that company policy prohibits the request
  D) Offering an alternative solution to the customer's request
  E) Asking the customer to read the service guidelines before sending a request in the future

Ques. 3

If you must refuse a claim because the customer was at fault, which of the following might help maintain customer loyalty?
 
  A) Explain the company policy and use that as the reason for the refusal
  B) Explain the reason behind the policy and refusal
  C) Be polite in stating the refusal
  D) Offer clear and reasonable alternatives
  E) Offer discounts on future transactions

Ques. 4

In addition to expressing appreciation for an idea, how can you reject a team member's suggestions while maintaining goodwill?
 
  A) Discuss the merits of alternative suggestions
  B) Discuss reasons why the idea is bad
  C) Provide convincing explanations
  D) Let the team member know, in private, that other team members did not like the idea
  E) Make the team member responsible for the implementation of the idea so they will realize the problems with the idea