How to Break Bad News to customers

Chances are, you and your team work hard to take care of customers. At times however, you may need to give customers bad news about delays, price increases, etc. Having trained teams on enhancing customer satisfaction and reducing complaints for over 30 years, I’ve discovered it’s not so much the policies and delays that annoy customers. It’s how we communicate bad news that determines whether we either help customers remain cool-headed, or launch them on a rant.

Check out this video where I share 5 common customer service excuses that bruise your brand. And I provide tips on how to adjust your communications – even when giving bad news – to make everyone’s day go better.