How can you rebuild customer confidence when denying a claim?

When denying a customer claim, you can rebuild confidence by offering resale information about related products or services that might better meet their needs. This approach demonstrates that you're still interested in their business despite the current issue. Avoid strategies like providing documentation that places blame on the customer or suggesting competitors' products, as these approaches can damage the relationship further.

What are effective strategies for communicating bad news in business?

Effective strategies for communicating bad news include accentuating positive aspects and implying the refusal rather than stating it explicitly. These approaches soften the impact while maintaining clarity. Avoid using active voice for the negative information (which emphasizes responsibility) or emphasizing the bad news itself. The goal is to convey necessary information while preserving the relationship.

What is a buffer in business communication and how is it used?

A buffer in business communication is a neutral statement on which both the reader and writer can agree, typically used at the beginning of bad news messages. It sets a positive or neutral tone before delivering negative information. Effective buffers might acknowledge receipt of a request, express appreciation, establish common ground, or offer a relevant general statement—without misleading the recipient about the message's purpose.

[Solution] Learn It: Concept Check Quiz 7-4

Created at: Fri Apr 18 2025

Author: Marcus D. Green

Introduction: Take this quiz to get a quick check on your understanding of chapter concepts.

When denying a claim, which of the following strategies can help rebuild the customer's confidence in your products or organization?

Providing documentation that the customer is at fault
Suggesting a competitor's product
Offering resale information

Which of the following can constitute effective strategies for stating the bad news when refusing a request or claim? Check all that apply.

Accentuating the positive
Implying the refusal rather than stating it explicitly
Using active voice
Emphasizing the bad news

A neutral statement on which both the reader and writer can agree is known as a(n) .

[Solution] Learn It: Concept Check Quiz 7-4

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