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”
