How to Deliver Bad News to a Customer



Customer Communication Skill
What you will learn
Description
Content

What you will learn

Description

How can Corporate Social Responsibility work to keep the relationship with the company strong and intact?

No one likes to deliver bad news to customers. But for a lot of business, 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.

This course outlines simple steps approach that can be used in 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.


You cannot control the fact that you have to be the bearer of bad news, but you can control how you deliver the news.

You can give your customers bad news in such a way that the news is easy to accept and without you fearing a negative response from your customer.

At the end of the course, delivering bad news doesn’t have to be hard for you or your customer. It just takes a few easy steps, and you will be able to say what needs to be said without fearing backlash.

Content

Introduction

Introduction

Customers Want Help

Helplessness
Major Keys to Help Customers

Major Keys to Delivering Bad News

Be Clear and Unequivocal
Acknowledge Concern
Be Open to and Encourage Questions
Offer Alternatives

Communicate with Customer

Face-to-Face
Over the Phone
By Text or Chat
Via Email

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