Learn about communication styles, methods, and approaches that can be applied to challenging situations with customers, like delivering bad news, handling concerns, and more.
- No one likes to deliver bad news to customers. But for a lot of us, delivering bad news is a regular part of business. You know the feeling. You probably get nervous, or have to transfer a call to your supervisor because the customer won't accept your word as final. So let's figure out how to fix that. My name is Myra Golden, and for more than 20 years, through my workshops, I've worked with customer service professionals just like you who struggle with how to say things to customers that they don't want to hear.
In this course, I'm sharing four keys for how to deliver bad news, whether that's over the phone, chat or in person. You'll hear my own stories and examples that will help you use these keys when you deliver bad news. At the end of the day, delivering bad news doesn't have to be hard for you or your customer. It just takes a few easy steps and you'll be able to say what needs to be said without fearing backlash.
- Communicating clearly
- Acknowledging the customer's concerns
- Being open to additional questions
- Offering alternatives
- Reviewing customer service policies
- Communicating on the phone or via email
- Interacting with customers in person