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LinkedIn Learning

Delivering Bad News to a Customer

via LinkedIn Learning

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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

Introduction
  • Delivering bad news without fear
1. The Problem and Solution
  • Prepare yourself emotionally to give customers bad news
  • The solution: The four keys
2. The Four Keys to Delivering Bad News
  • Be clear when giving bad news
  • Acknowledge concern when giving bad news
  • Make customers feel smart and good when giving bad news
  • Offer options to guide customers forward and preempt escalations
3. What to Do in Specific Situations
  • How to explain policy issues to customers
  • What to say when you can't give the customer what they want
  • How to say no to a customer and get the customer to accept your word as final
  • How to explain a delay to a customer
4. Communication Channels
  • Delivering bad news in writing: Email or chat
  • Delivering bad news over the phone
  • Delivering bad news face-to-face
Conclusion
  • The good news about bad news

Taught by

Myra Golden

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4.8 rating at LinkedIn Learning based on 441 ratings

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