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When you have to deliver bad news to customers, it’s important to do so in a respectful and professional way to maintain positive relationships with your customers. In this blog post, we will discuss the dos and don’ts you should follow when delivering negative news to avoid burning bridges!
To best deliver bad news to a customer, you demonstrate some empathy, advocate for the customer and then tell them what you can do. However, what most people do is jump straight to Step 4 and start the conversation with a negative word like: “Unfortunately…”.
30 Μαρ 2021 · Getting straight to the point and being clear and concise is an effective way to deliver bad news. Avoid dancing around the subject or taking too long to explain it. Quick and clear wins!
9 Νοε 2023 · The 5 primary steps of delivering bad news include: setting the right environment, preparing for questions and possible reactions, delivering the news clearly and concisely, empathizing with the recipient, and allowing space for their emotional responses.
7 Φεβ 2024 · Here’s how to minimize negative feedback and consequences when delivering difficult news, so you can uphold customer trust regardless of the issue. We’ll also share best practices and actual customer email templates to guide you in responding effectively.
15 Απρ 2021 · Here are five strategies for delivering the message with compassion: 1. Tell the truth. People tend to fear what they do not understand. Put the situation into perspective for your customer. Give as much information as you can about the who, what, when, where and why. 2. Put yourself in the customer’s shoes. It’s useless and naïve to tell ...
3 Απρ 2019 · While no one wants to be the bearer of bad news, it’s important to discuss the situation openly and honestly—and most importantly, you need to be ready for questions. Below, 13 Forbes...
