Which of the following examples would be the best when delivering negative news?

A) "The phone was damaged due to your neglect, so we regret that we cannot help you at any cost."
B) "You made the mistake of not reading the instructions so it is not our fault your product was damaged."
C) "Since the product was bought on a sale/discount, it cannot be exchanged and it is your responsibility to read the terms and conditions before purchase."
D) "The product you bought did not have a warranty so we are not responsible for repairing it without payment."
E) "Due to company policy, we are unable to refund your money for this product but you may choose another product from our website."

Question

Chloe Fisher · Accepted Answer

Final Answer : E, Explanation :  E is the best choice because it shows empathy by acknowledging the customer's request, explains the reason for the negative news, and offers an alternative solution. It also uses positive language by suggesting they can choose another product from their website.

Definitions

Learning Objectives

Learning Objectives

Related questions