Question

When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone. 

Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems. 

What is the first step you should take when a problem arises? 

Call the individual customer. 

Disguise the problem as a "technical error." 

Explain to the customer what they did that caused the problem. 

Read the following scenario, and answer the following question. 

You are the manager of a luxury hotel in Atlanta. A representative from the National Association of Engineers contacted you last month to reserve a large ballroom for the organization's annual conference. He reserved the room by sending a check for 10 percent of the total room rental. However, you have not heard from him since, and the conference is less than a week away. The hotel's policy is that payment in full is due a week prior to the event. You need to write him a message explaining the problem.

 What should you include in the message? Check all that apply.

 A blanket company statement that prohibits the group from having the event 

An opening statement that is negative and threatening 

A positive opening statement that reveals facts 

An explanation of why the payment is needed and what will happen if it is not received 

What are your goals when writing a letter denying credit? Check all that apply.

 Including disclosures that could cause a lawsuit 

Raising false expectations 

Avoiding language that causes hard feelings 

Avoiding disclosures that could cause a lawsuit

Answer 1

Question 1: What is the first step you should take when a problem arises?

Answer: Call the individual customer.

Explanation: Call the individual customer and explain him/her politely about the emprirical problem arised and apologize them. Paralelly, explain them the steps being taken up to resolve the problem and make them understand that the stated problem will never raise again.

Question 2: What should you include in the message?

Answer:

• A positive opening statement that reveals facts
• An explanation of why the payment is needed and what will happen if it is not received.

Explanation: A positive opening statement will certainly help in putting the message across emphatically, followed by a brief explanation about the payment terms.

Question 3: What are your goals when writing a letter denying credit?

Answer:

• Avoiding language that causes hard feelings.
• Avoiding disclosures that could cause a lawsuit

Explanation: Never set a tone which causes any hard feelings or sound more preachier. Instead opt for the warm tone which doesn't sound complaining.