Customer Service Training TIps

Tone Down Bad News

No one likes giving customers bad news. When you’re the bearer of bad news, consider toning it down. Literally. Lower your voice tone and rate of speaking. Generally when people get excited or emotional about ideas they tend to raise their voice pitch and pace. When you’re giving bad news you want to give the impression that you are thinking clearly, logically and reasonably – not emotionally – and certainly not irrationally. By slowing down the rate you’re speaking and lowering the pitch slightly, you come across as the calm, quiet voice of reason.

Today’s chuckle:

I’ve had fun before. This isn’t it.


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You can find more of Jeff’s training resources under Shop or should you be interested in having Jeff present a customized presentation for your organization or your next event,  contact Jeff at [email protected]

Jeff Mowatt is a customer service strategist, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit


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