Dealing with disappointed customers in print and onlinebusinesses must sometimes respond to disappointed customers. whether your company is responding to frustrated customers through social networking channels or through more traditional channels, it will face the same challenges at maintaining goodwill. generally, negative messages to customers follow the same pattern as other bad-news messages. read the scenario, and then answer the question. you work for a credit card company and are training a new employee in the customer service department. the new employee is learning how to deal with disappointed customers and perform damage control. what points should you cover in your training? check all that apply. a. following up phone conversations with documentationb. promoting goodwillc. apologizing appropriatelyd. providing adequate explanations of the problem, the situation, and the resolution