Breaking Bad News To Customers: Five Tips To Soften The Blow

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Breaking bad news to customers is not an easy task. However, when the time comes, it must be done with empathy and professionalism.

Here are five strategies for delivering the message with compassion:

1.Tell the truth. People tend to fear what they do not understand. Put the situation into perspective for your customer. Give as much information as you can about the who, what, when, where and why.
2.Put yourself in the customers shoes. Its useless and nave to tell customers not to worry or expect them not to get frustrated. They ARE worried, and maybe even angry at how the events will affect them (or their companies) personally. Dont leave them guessing. Give them all the facts.
3.Acknowledge their feelings. Dont invalidate their feelings by suggesting the situation is not that bad. This is also not a time for humor. Let them vent. Negative emotions must be dealt with before they can be replaced with a positive plan of action.
4.Take charge. Outline a specific plan of action that you and your company will take. Assume ownership for the customers situation.
5.Follow through. Make it your priority to track the progress on the customers problem within your company. Make frequent status reports to the customer until the situation is resolved to his or her satisfaction. Its useless and nave to tell customers not to worry or expect them not to get frustrated. They ARE worried, and maybe even angry at how the events will affect them (or their companies) personally. Dont leave them guessing. Give them all the facts. People tend to fear what they do not understand. Put the situation into perspective for your customer. Give as much information as you can about the who, what, when, where and why.

About the Author:
Susan Berkely is owner and writer of http://www.greatvoiceco.com which is providing professional voice recording and professional voice over service for call centers. We are also providing voiceovers, voice training, and many more voice services.



Article Originally Published On: http://www.articlesnatch.com


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