Learn about communication styles, methods, and approaches that can be applied to challenging situations with customers, like delivering bad news, handling concerns, and more.
Overview
Syllabus
Introduction
- Delivering bad news without fear
- Prepare yourself emotionally to give customers bad news
- The solution: The four keys
- Be clear when giving bad news
- Acknowledge concern when giving bad news
- Make customers feel smart and good when giving bad news
- Offer options to guide customers forward and preempt escalations
- How to explain policy issues to customers
- What to say when you can't give the customer what they want
- How to say no to a customer and get the customer to accept your word as final
- How to explain a delay to a customer
- Delivering bad news in writing: Email or chat
- Delivering bad news over the phone
- Delivering bad news face-to-face
- The good news about bad news
Taught by
Myra Golden
