Overview
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Learn about communication styles, methods, and approaches that can be applied to challenging situations with customers, like delivering bad news, handling concerns, and more.
Syllabus
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Introduction
- Delivering bad news without fear
- How most people get it wrong
- The solution: The four keys
- Be clear and unequivocal
- Acknowledge concern
- Be open to and encourage questions
- Offer alternatives
- Policy conflicts
- It's impossible to do
- Saying no
- Delivering bad news via email
- Delivering bad news by text or chat
- Delivering bad news over the phone
- Delivering bad news face-to-face
- The good news about bad news
