Delivering Bad News to a Customer
Focused View
Myra Golden
47:47
363 View
01 - Delivering bad news without fear.mp4
01:04
01 - How most people get it wrong.mp4
04:23
02 - The solution The four keys.mp4
04:29
01 - Be clear and unequivocal.mp4
03:17
02 - Acknowledge concern.mp4
03:01
03 - Be open to and encourage questions.mp4
03:22
04 - Offer alternatives.mp4
03:00
01 - Policy conflicts.mp4
03:41
02 - It's impossible to do.mp4
02:56
03 - Saying no.mp4
03:28
01 - Delivering bad news via email.mp4
03:51
02 - Delivering bad news by text or chat.mp4
03:52
03 - Delivering bad news over the phone.mp4
02:40
04 - Delivering bad news face-to-face.mp4
03:45
01 - The good news about bad news.mp4
00:58
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 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 47:47
- Release Date 2023/01/18
