Delivering Bad News to a Customer

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My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class.

Here’s a description of the course:

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.

Topics Include:

  • 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

Duration: 48m 13s

Watch Delivering Bad News to a Customer on LinkedIn and on Lynda.com Or, bring this training to your company.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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