You are the owner of a cellular phone store. A customer recently sent a phone back that she bought from you. She claims the phone won’t turn on. After looking over the phone, you notice it has excessive water damage and is beyond repair. Additionally, the customer’s warranty expired three months ago. You need to explain this in a message to the customer.
What are your goals when communicating this message? Check all that apply.
A. Promise a refund.
B. Explain clearly and completely.
C. Be fair.
D. Convey empathy and sensitivity.
E. Place blame on the customer.