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