Delivering Bad News to a Customer
Focused View
Myra Golden
31:43
30 View
01 - Delivering bad news without fear.mp4
00:41
01 - Prepare yourself emotionally to give customers bad news.mp4
02:54
02 - The solution The four keys.mp4
02:17
01 - Be clear when giving bad news.mp4
02:34
02 - Acknowledge concern when giving bad news.mp4
01:45
03 - Make customers feel smart and good when giving bad news.mp4
02:30
04 - Offer options to guide customers forward and preempt escalations.mp4
01:48
01 - How to explain policy issues to customers.mp4
02:20
02 - What to say when you cant give the customer what they want.mp4
02:27
03 - How to say no to a customer and get the customer to accept your word as final.mp4
02:06
04 - How to explain a delay to a customer.mp4
02:43
01 - Delivering bad news in writing Email or chat.mp4
02:11
02 - Delivering bad news over the phone.mp4
02:03
03 - Delivering bad news face-to-face.mp4
02:28
01 - The good news about bad news.mp4
00:56
Description
Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in a variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
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Myra Golden
Instructor's CoursesMyra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning.
Linkedin Learning
View courses Linkedin LearningLinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications.
It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.
- language english
- Training sessions 15
- duration 31:43
- English subtitles has
- Release Date 2023/10/03
