Quiz: Sending and Replying to Personal Messages

When replying to a complaint message, what should you do first?

• Ignore the issue and move on

• Apologize and provide a solution immediately

• Stay calm, acknowledge the issue, and empathize

• Ask the person to re-send the message

Which of the following is a good way to start a reply to a friend who’s upset?

• "What do you want me to do about it?"

• "I’m really sorry that you're feeling this way. Let’s talk."

• "I don’t see what the problem is."

• "You need to calm down."

What should you include when replying to a customer who has received a damaged product?

• "That's too bad, sorry."

• A solution, such as a refund or replacement, and a sincere apology

• An explanation of why it happened

• A discount code for their next purchase

When responding to a message from a coworker about feeling overwhelmed with tasks, what’s the best approach?

• Tell them to work faster

• Acknowledge their stress and offer help or reassignment of tasks

• Ignore it and move on

• Tell them to ask someone else for help

Which phrase would be best to use when responding to a neighbor’s complaint about noise?

• "You’re being too sensitive, it’s just noise."

• "I’m really sorry for the disturbance. I’ll make sure to be quieter in the future."

• "That’s not my problem."

• "Why didn’t you say something sooner?"

Which of the following is a professional way to reply to an email complaint about a delayed shipment?

• "That’s your problem, not mine."

• "I’m really sorry for the delay and appreciate your patience. I’ll ensure this gets resolved ASAP."

• "You should have ordered earlier."

• "I’ll look into it, but I can’t promise anything."

How should you end a message where you’ve apologized for a mistake?

• "Hope you’re not too upset about it."

• "Thanks for your understanding, and feel free to reach out if you need anything further."

• "Well, I fixed it, so no need to worry anymore."

• "Just wanted to make sure you’re still happy."

If someone sends you a message that’s rude or overly emotional, what should you do?

• Respond angrily

• Respond calmly, acknowledging their emotions, and ask for clarification

• Ignore it and move on

• Criticize them for their tone

What is the best way to acknowledge a compliment in a message?

• "Yeah, I know."

• "Thanks! I appreciate that, it means a lot to me."

• "I guess I’m just lucky."

• "I’m not sure I agree, but thanks."

What’s the best way to reply to a friend who has told you they’re feeling lonely?

• "You should just get over it."

• "I’m really sorry you’re feeling like this. I’m here if you need to talk or hang out."

• "Well, that’s just how life is."

• "Maybe you should try something new to distract yourself."