We have to give customers a lot of bad news these days.
“No, we can’t cover your machine that is 12 years past warranty.”
“We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” (True story)
“I can’t let you board this bus without a mask.”
“Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.”
No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us.
You know the feeling – you probably get nervous, or you 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!
For more than 20 years, through my workshops, I’ve worked with customer service professionals like you who struggle with saying things to customers that they don’t want to hear.
In my LinkedIn Learning course, How to Deliver Bad News, I share four keys for delivering bad news, whether over the phone, chat or in person. You’ll hear my own stories and examples that will help you use these keys when you deliver bad news.
Delivering bad news doesn’t have to be hard for you or your customer. It just takes a few easy steps, and you’ll be able to say what needs to be said without fearing the backlash.
Learn how to give customers bad news with confidence now with my 45-minute LinkedIn Learning course.