Delivering Bad News to a Customer (2021)

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 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