When writing a communication to deny a customer claim, what can be done to help maintain a future relationship?
A) Providing a prompt response
B) Explaining how to prevent similar issues in the future
C) Use the word "you" frequently so the customer feels valued
D) Lead the message with a clear statement of the bad news
E) Helping the customer feel that the resolution was fair
Answer: E
Explanation: E) If customers believe that you are listening to them and that they received a fair resolution, they are likely to remain customers.
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Projects often cut across organizational lines
Indicate whether the statement is true or false
Using Table 7.13, what is the probability that the project will be completed in 65 or fewer weeks?
A) less than or equal to 20% B) greater than 20% but less than or equal to 24% C) greater than 24% but less than or equal to 28% D) greater than 28%