Sharing Unpleasant Information | Baamboozle - Baamboozle

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Team 2
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Can the wrong tone of voice disrupt a calm customer? (True or False)

True

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You have bad news to share to a customer telling them customer that their package will be delayed for 3 days more. What tone of voice should you use to deliver the message?

Calm and professional tone

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Name 2 key principles when sharing unpleasant information with a customer and the reason you chose them.

Be honest but tactful, ackowledge customer's emotion, separate yourself from the message, remain clam and professional, offer solutions

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How does sharing unpleasant information improve decision-making?

It provides necessary context, improves clarity and makes timely slow decisions

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Three reasons why sharing unpleasant information is important?

Transparency, Professionalism and Protects Long-term relationship

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Does tone influence how information is received?

Yes

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Say "Congratulations, I am so proud of you!" in a happy, jealous and a sarcastic tone.

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boom

Lose 50 points!

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fairy

Take points!

shark

Other team loses 25 points!

Okay!

thief

Give points!

You are on a call and then the customer is reacting hastily and emotionally. How should you react?

Empathetic, patient

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Okay!

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boom

Lose 50 points!

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seesaw

Swap points!

Okay!

fairy

Take points!

baam

Lose 25 points!

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