Question

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What is the correct strategy that Alejandra must use to deliver a negative message?


Alejandra is a customer relations manager at a toy company. A customer posted a complaint on the company’s social media page saying that one of its toys is unsafe for children. Alejandra should use a/an .....

strategy to respond to the situation.

Answer 1

Alejandra should use an empathetic and apologetic strategy to respond to the situation. She should acknowledge the customer's concern and apologize for any inconvenience or harm caused by the unsafe toy. She should also provide a clear and transparent explanation of the steps the company is taking to address the issue and ensure customer safety. Additionally, she should offer a solution, such as a refund or replacement, to resolve the customer's complaint.