Asked by 1

Select all that apply
Which of the following are recommended practices for written bad-news communications to
customers?
1. Point out alternatives the customer can control.
2. Include the same basic elements as other bad-news messages.
3. Focus on the effect of customers' actions on the company.
4. Use aggressive verbs and "you" statements.
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Answered by GPT-5 mini
Correct answers: 1 and 2.

- 1 is recommended: offer alternatives customers can control (solutions, next steps).
- 2 is recommended: use the usual bad-news structure (buffer, explanation, the bad news delivered tactfully, alternatives, goodwill).
- 3 and 4 are not recommended: avoid blaming customers or using aggressive "you" statements — keep tone polite and focused on resolution.