Delivering Bad News to a Customer

31mGeneral2023-08-28

Authors

Myra Golden

Author, Trainer, Keynote Speaker

Course details

Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in a variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.

Skills covered

Customer Service SkillsCustomer ServiceCommunicationProfessional DevelopmentLeadership and ManagementOne-Off

Concepts

0. Introduction

01 - Delivering bad news without fear

1. The Problem and Solution

02 - Prepare yourself emotionally to give customers bad news
03 - The solution - The four keys

2. The Four Keys to Delivering Bad News

04 - Be clear when giving bad news
05 - Acknowledge concern when giving bad news
06 - Make customers feel smart and good when giving bad news
07 - Offer options to guide customers forward and preempt escalations

3. What to Do in Specific Situations

08 - How to explain policy issues to customers
09 - What to say when you can't give the customer what they want
10 - How to say no to a customer and get the customer to accept your word as final
11 - How to explain a delay to a customer

4. Communication Channels

12 - Delivering bad news in writing - Email or chat
13 - Delivering bad news over the phone
14 - Delivering bad news face-to-face

Conclusion

15 - The good news about bad news