4 Keys to Delivering Lousy News to Customers

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I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word.

You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers.

You can give a customer bad news easily and without fear of how your customer might respond when you use 4 Keys. When you have to deliver bad news to your customer, you need to:

Say what you have to say Assertively

Acknowledge how hard this is for the customer

Manage Expectations

Offer Options, when it makes sense

 

Let’s look at each key.

Key 1: Say What You Have to Say Assertively

Continue reading “4 Keys to Delivering Lousy News to Customers”

This is Precisely How You Give Bad News to Your Customer

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

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