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