To avoid defamation charges, which of the following would be the best practice?
A) Resist the temptation to call someone dishonest or incompetent
B) Only make charges of dishonesty in writing
C) Only make charges of dishonesty verbally, eliminating the record of the charges
D) Use language that creates the biggest impact on the person's reputation
E) Make the charges anonymously on social media
Ques. 2When refusing a claim or request for adjustment, what should be the goal of the indirect format message?
A) Explaining to the audience how to prevent similar issues in the future
B) To avoid accepting responsibility while not blaming the customer
C) To start a dialog with the customer on potential solutions
D) To demonstrate why you cannot comply
E) To minimize the potential for legal action by the reader
Ques. 3When 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
Ques. 4What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction?
A) To salvage as much of the original order as possible
B) To encourage a new order to replace the current transaction
C) To rebuild the customer's confidence in your company
D) To encourage the placement of an even larger order
E) To bundle the shipment with the previous transaction for an even greater cost savings
Ques. 5When developing bad news messages about transactions, what do many firms include in an attempt to repair the relationship?
A) An element of apology
B) An explanation of what the customer should now expect
C) An explanation of what is being done to resolve the situations
D) An offer of a discount on future orders
E) An explanation of what type of performance can be expected in the future
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