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Tanya works as a customer care executive at the Squimm Group, a watchmaking company. She received a letter of complaint from a customer saying one of their watches was faulty, and he wanted a replacement. Tanya followed up by sending the customer a letter saying, "We would be happy to replace the watch if you mail or fax me the relevant receipt." What action did Tanya take?
A) Develop goodwill
B) Deliver bad news tactfully
C) Overuse intensifiers
D) Use subordination
Develop Goodwill
The process of building a positive reputation and mutual respect in relationships, either between individuals or toward a company's brand.
Bad News
Information that is unpleasant, unwelcome, or detrimental to the well-being of individuals or organizations.
Use Subordination
The act of placing something or someone in a lower ranking or position, often in terms of authority or hierarchy within sentences or organizational structures.
- Acquire skills to establish and preserve goodwill via effective communication.
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Learning Objectives
- Acquire skills to establish and preserve goodwill via effective communication.
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