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Delivering Bad News to a Customer

It's impossible to do

From the course: 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.


    • 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

    - One of my clients is a small shipping company. Occasionally a shipment gets lost, both physically and logistically in the system. When customers call wondering about their packages, my client has to deliver the bad news that at the moment they can't locate the shipment. The customer usually gets upset at this point. The customer isn't just upset. They demand to know where the shipment is and when it will be delivered. The problem is, in those situations it's impossible to give the customer a definite answer, because they just don't know where the shipment is. Of course the customer would be upset. This is what I call an impossible situation. There will be times when what the customer wants is impossible for you to deliver, at least at that moment. I want to show you how you can make an impossible situation easier for your customer to accept by simply acknowledging concern. When a customer who expresses anger or frustration is not acknowledged, they might get even more upset, because…

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