Say "Congratulations, I am so proud of you!" in a happy, jealous and a sarcastic tone.
Can the wrong tone of voice disrupt a calm customer? (True or False)
True
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
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
Three reasons why sharing unpleasant information is important?
Transparency, Professionalism and Protects Long-term relationship
Does tone influence how information is received?
Yes