Which of the following is not a normal goal when sending bad-news messages about transactions? a….

Which of the following is not a normal goal when sending bad-news messages about transactions?
a. Modifying the customer’s expectations
 b. Explaining how you plan to resolve the situation
c. Identifying who is responsible for the situation so that the customer understands you are serious about correcting the error
d. Repair whatever damage might have been done to the business relationship
 

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