1.

Dave is responding to a tweet from a customer that reads, “Your technician arrived 30
minutes late! I’ve got better things to do than wait around all day.” The prewritten apology
template reads, “We regret any inconvenience this may have caused.” What is the best way
for Dave to rewrite the apology to make it more sincere?
a. “We regret any inconvenience caused by our technician arriving late. We take being on
time seriously and we’ll strive to serve you better in the future.
b. “We’re sorry for the delay, but we hope you understand that our technicians work hard
to provide quality service.”
c. “Sorry you had to wait! We’ll make sure it doesn’t happen again.”
d. Respond using the prewritten template.

2. Dave is responding to a tweet from a customer that reads, “Your technician arrived 30
minutes late! I’ve got better things to do than wait around all day.” The prewritten apology
template reads, “We regret any inconvenience this may have caused.” What is the best way
for Dave to rewrite the apology to make it more sincere?
e. “We regret any inconvenience caused by our technician arriving late. We take being on
time seriously and we’ll strive to serve you better in the future.
f. “We’re sorry for the delay, but we hope you understand that our technicians work hard
to provide quality service.”
g. “Sorry you had to wait! We’ll make sure it doesn’t happen again.”
h. Respond using the prewritten template.

3. Dave is responding to a tweet from a customer that reads, “Your technician arrived 30
minutes late! I’ve got better things to do than wait around all day.” The prewritten apology
template reads, “We regret any inconvenience this may have caused.” What is the best way
for Dave to rewrite the apology to make it more sincere?
i. “We regret any inconvenience caused by our technician arriving late. We take being on
time seriously and we’ll strive to serve you better in the future.
j. “We’re sorry for the delay, but we hope you understand that our technicians work hard
to provide quality service.”
k. “Sorry you had to wait! We’ll make sure it doesn’t happen again.”
l. Respond using the prewritten template.

4. Dave is responding to a tweet from a customer that reads, “Your technician arrived 30
minutes late! I’ve got better things to do than wait around all day.” The prewritten apology
template reads, “We regret any inconvenience this may have caused.” What is the best way
for Dave to rewrite the apology to make it more sincere?
m. “We regret any inconvenience caused by our technician arriving late. We take being on
time seriously and we’ll strive to serve you better in the future.
n. “We’re sorry for the delay, but we hope you understand that our technicians work hard
to provide quality service.”
o. “Sorry you had to wait! We’ll make sure it doesn’t happen again.”
p. Respond using the prewritten template.