What approach is deemed the most appropriate when delivering bad news to the customer?

I would chose the sympathetic once. Trying to show the customer that you truly feel their woes and sympathise with them.

This is so common in the service & solutions industry.

1. Be apologetic & show empathy. "Put yourself in your customer shoes".
2. Don’t be dramatic or build the suspense. Get to the point after a proper short introduction.
3. Suggest (affordable) compensation after due consultation with your management, if you don’t want to lose them.
4. Ask for ways to help them further now or in the future. Provide alternatives if you have those.
5. Ask them to stay in touch with you in overcoming or coping with their disappointment.

1. Be clear and concise in order not to require additional clarification.

2. Help the receiver understand and accept the news.

3. Maintain trust and respect for the business or organization and for the receiver.

4. Avoid legal liability or erroneous admission of guilt or culpability.

5. Maintain the relationship, even if a formal association is being terminated.

6. Reduce the anxiety associated with the negative news to increase comprehension.

7. Achieve the designated business outcome.