Delivering Bad News: Difference between revisions
From Leo's Notes
This page was last edited on 10 September 2017, at 21:39.
Created page with "Notes from https://www.lynda.com/Business-Skills-tutorials/Delivering-Bad-News-Customer/604223-2.html Customers want help; when delivering bad news, don't: # cause a sense of..." |
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No one likes being backed into a corner. | No one likes being backed into a corner. | ||
* Don't ask the customer for options | * Don't ask the customer for options because they may ask for the impossible | ||
* Don't apologize for the alternative, it takes away from the value | * Don't apologize for the alternative, it takes away from the value | ||
Negotiate possible resolutions. eg: "If after talking to me and you're still not happy, I'll connect you with my supervisor. How does that sound?" | |||
Revision as of 21:39, 10 September 2017
Notes from https://www.lynda.com/Business-Skills-tutorials/Delivering-Bad-News-Customer/604223-2.html
Customers want help; when delivering bad news, don't:
- cause a sense of helplessness which leads to frustration and anger.
- be indifferent; show genuine concern. "I realize this whole thing has been frustrating or you"
- Belabor the bad news - make your point once. Acknowledge the problem and provide workarounds or options.
Offer alternatives, make them feel that you're doing all you can to help them.
Four Keys
Be clear and direct
- State things as they are (eg. company policy and why it is so)
- do not leave any doubt or be vague, or sugar coat.
- give details on what is or isn't the case (eg. warranty coverage)
- Pause after delivery to let it sink in.
Acknowledge concern from the bad news
Boils down to empathy.
- Keeps the communication chain from breaking which results in negative emotions
- should be genuine. eg "I realize this whole thing is frustrating for you", "I don't want you to worry at all", "We'll get to the bottom of this"
Don't undermine the company by slamming them either.
Open to and encourage questions
- helps come across as open and credible
- Make customers feel smart and good as you answer questions. (eg. show rules are there for their benefit)
Offer an alternative.
No one likes being backed into a corner.
- Don't ask the customer for options because they may ask for the impossible
- Don't apologize for the alternative, it takes away from the value
Negotiate possible resolutions. eg: "If after talking to me and you're still not happy, I'll connect you with my supervisor. How does that sound?"