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You are the branch manager of Rent-Me, a rental car company. Reviewing the reservations for the next day, you realized that one of the premium cars has been double-booked. Both customers are planning to pick up the car at 8:00 a.m. After checking nearby branches, you find that you could get an economy car at 10:00 a.m. or an SUV at 1:00 p.m.

To solve the problem, you call the customers. Customer 1 cannot wait until 10:00 a.m. for a car. The second customer has a number that appears to be disconnected. So you decide to give the reserved car to customer 1 and to write an e-mail, delivering the bad news, to the customer you couldn’t reach on the phone (Customer 2).

QUESTIONS:

1.What is the bad news? and What business result you want to achieve?

2. How will the audience react to and feel about this news?

3. Should I provide justification and explanation? What justification and explanation should I include? Is there anything you can say to soften the bad news?
 

4.  Should I include an apology? Why?

5.  What else can I do to soften the bad news? What else can I do to project a positive image and maintain goodwill?

6. Write the e-mail for the customer you couldn’t reach on the phone.

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