Say "Congratulations, I am so proud of you!" in a happy, jealous and a sarcastic tone.
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15
How does sharing unpleasant information improve decision-making?
It provides necessary context, improves clarity and makes timely slow decisions
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15
You are on a call and then the customer is reacting hastily and emotionally. How should you react?
Empathetic, patient
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15
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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15
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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15
Three reasons why sharing unpleasant information is important?
Transparency, Professionalism and Protects Long-term relationship
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15
Does tone influence how information is received?
Yes
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15
Can the wrong tone of voice disrupt a calm customer? (True or False)
