The 3 Biggest Mistakes Employees Make When Giving Bad News to Customers


Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. To make it easier for you to give bad news, I’ve made my popular How to Deliver Bad News online class free. At the end of this post, you can click to go right into my course.

Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.

Giving lousy news usually goes wrong because of the approach employees use. The three biggest mistakes people make when telling customers what they don’t want to hear are: Causing a sense of helplessness, an attitude of indifference, and belaboring the point.

To help frontline employees deliver bad news in such a way that customers accept their word as final. I created a 48-minute online training on precisely how to give customers bad news.

My training focuses on how to avoid the biggest mistakes most people make when giving bad news, and it delivers four keys to getting customers to accept your word as final. And I’ve made this course free for you.

Take my How to Deliver Bad News online class on LinkedIn Learning.