Businesses must sometimes respond to disappointed customers. Whether your company is responding to frustrated customers through social networking channels or through more traditional channels, it will face the same challenges at maintaining goodwill. Generally, negative messages to customers follow the same pattern as other bad-news messages.

Read the scenario, and then answer the question.

You are the owner of a global furniture company based in New York City. A large overseas furniture store recently informed you that it never received its last shipment of patio furniture. After reading the letter, you call the furniture store headquarters and solve the problem. You then instruct your office manager to write a follow-up letter to the store. The office manager asks you why you prefer to send a letter.

What is your response?Check all that apply.

I need to establish a record of the incident.

I want to document our follow-up procedures.

I want to use the fastest means of communication possible.

I want to promote good relations.