Question: QUESTION 20 When granting a customer's request for a refund, O 1. blame yourself O 2. blame the customer O 3.build goodwill 04. apologize profusely

QUESTION 20 When granting a customer's request for a refund, O 1. blame yourself O 2. blame the customer O 3.build goodwill 04. apologize profusely QUESTION 21 When preparing a text message, always 1. send it as soon as it has been written O2.consider the effect on the reader 3. keep your tone formal and impersonal O 4. send after work hours so as not to compete with other messages

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