Delivering Bad News To Customers: Sales And Customer Service

How to professionally deliver bad news to customers if you work a sales, customer success, or a customer service role

What you'll learn

Learn to say no in a professional way

Handle yourself with grace at all times

Impress customers with transparency, sincerety, and honestly

Learn to gracefully deliver bad news if you did something wrong

Requirements

There are no prerequisites for this course, just an open mind and a love for learning

Description

Lean to say no to customers or deliver bad news to them in a sensible, professional, transparent, and respectable way that impresses, builds trust, and builds positive aspects of your relationship with them for the long term.LEARN THE NICE, BUT PROFESSIONAL WAY TO SAY NOEven though you aim to please your customers, you'll sometimes find yourself in a situation in which you must say no. So instead of blatantly saying no, you must wrap that "no" in many yeses. I'll show you how to acknowledge your customers views and desires to make them feel respected and heard. I'll also show you how to structure the "no" in order to offer viable existing alternatives, and work with them to ultimately end up with a solution that placates their concerns or needs.USE CUSTOMER EDUCATION TO COME UP WITH VIABLE MIDDLE GROUNDSSometimes customers make wild requests because they are not expert in your field. That's why you are the service provider and they are the customer. If you take the time to educate them on the best standard approach, they may appreciate it, and retract their unreasonable demands.WHAT IF YOU HAVE TO DELIVER BAD NEWS?Sometimes you just make errors that you have to inform your customers of. It can feel scary to do so, but being transparent and honest is often the best approach. I'll show you how to handle situations in which you must deliver bad news so you do it gracefully, and with minimal negative impact.Invest in your future! Enroll today!

Overview

Section 1: Introduction and warm welcome

Lecture 1 Introduction and warm welcome

Lecture 2 Mindset of yes - always, even when saying no

Section 2: Formula for delivering bad news

Lecture 3 Nice language, offer alternatives, sweeten the situation another way

Section 3: The language you use

Lecture 4 Saying "no" in a positive way that sounds like a "yes" - great customer service

Lecture 5 Examples of negative words not to use and how to rephrase

Lecture 6 Bad cop, good cop - blame the policy or manager

Lecture 7 Evoke fairness to others: why you can't bend the rules for an individual

Lecture 8 Instead of "I don't know" - I will research and get back to you

Lecture 9 Make sure you understand exactly what's being asked

Section 4: Customer education

Lecture 10 Value of customer education in saying no

Lecture 11 Strong phrases to support your education

Section 5: When you deliver bad news because of something you did incorrectly

Lecture 12 Delivering bad news to clients if you did something wrong or incorrectly

Section 6: Conclusion

Lecture 13 Thank you for being a great student in this course

This is great for customer service, sales, and customer success professionals