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

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.

When you are handling a customer problem, what should you do?

Phone your lawyer right away.

Describe the problem and apologize.

Ignore the problem.