Whether or not you should apologize when delivering bad news about transactions depends mainly on

A) how much the customer has purchased from your company in the past.
B) the medium you are using for the message.
C) how long it has been since the problem occurred.
D) the nature of the relationship with the customer.
E) if you didn't meet agreed upon expectations.

Answer: E
Explanation: E) If you did set the customer's expectations and now find that you can't meet them, your task is more complicated. In addition to resetting those expectations and explaining how you'll resolve the problem, you should include an apology as part of your message. The scope of the apology depends on the magnitude of the mistake.