Delivering bad news is not pleasant or fun, but there are times when it must be done. Here are six steps to follow when the situation requires you to be the bearer of bad news:
1. Apologize for the situation and be sincere.
2. Give a brief synopsis of the situation and then stop talking.
3. Let the customer vent, while you actively listen.
4. Ask the customer if they are ready to hear their options for the future. (they may want others involved, they may want to process the bad news further, they may not be prepared to think of next actions and so you would be wasting their time and others at this point)
5. Explain options or alternatives, give advice if requested.
6. Apologize again and offer reassurances of the future if appropriate.
Applying good communication skills and being courteous will always pave the way for delivering bad news.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment
Do you have a tip to share? I'd love to hear from you.