Delivering Bad News to a Customer

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  • Course details

    Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.

    Instructor

    • Click here to view Myra Golden’s instructor page

      Myra Golden

      Customized Engaging Customer Service Training and Author at LinkedIn Learning

      Myra Golden is an author, trainer, and keynote speaker.

      For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.

      Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.

    Skills covered in this course

  • Welcome

    - No one likes to deliver bad news to customers. But for a lot of us, delivering bad news is a regular part of business. You know the feeling. You probably get nervous, or have to transfer a call to your supervisor because the customer won't accept your word as final. So let's figure out how to fix that. My name is Myra Golden, and for more than 20 years, through my workshops, I've worked with customer service professionals just like you who struggle with how to say things to customers that they don't want to hear. In this course, I'm sharing four keys for how to deliver bad news, whether that's over the phone, chat or in person. You'll hear my own stories and examples that will help you use these keys when you deliver bad news. At the end of the day, delivering bad news doesn't have to be hard for you or your customer. It just takes a few easy steps and you'll be able to say what needs to be said without fearing backlash.

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