Delivering bad news to customers.

Format:

Video

Contributor:

Walker, Timothy John, instructor.

Worldwide, Media Training, instructor.

Packt Publishing, pubisher.

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Business communication.

Physical Description:

1 online resource (1 video file (01 hr., 10 min.)) : sound, color.

Edition:

[First edition].

Place of Publication:

[Birmingham, United Kingdom] : Packt Publishing, 2025.

Summary:

Delivering bad news to customers is an essential skill for professionals in any client-facing role. This course begins by laying a strong foundation, helping you prepare emotionally and mentally for tough conversations. You'll learn how to take ownership of the message and deliver it with empathy and professionalism. Early lessons will focus on your mindset, ensuring you approach difficult news without deflection, and setting the stage for effective communication. As you progress, the course delves into the strategic aspects of delivering bad news. You'll explore how to manage customer reactions, set clear expectations, and choose the right communication medium, whether it's a phone call, email, or video message. Practical strategies are provided for handling defensive or emotional customer responses, allowing you to maintain control of the conversation while protecting customer trust and company reputation. The final phase focuses on maintaining and enhancing customer relationships after delivering tough news. You'll learn follow-up techniques, how to address customer concerns, and the importance of problem-solving post-conversation. With this comprehensive approach, you'll gain confidence in delivering bad news, turning potentially damaging situations into opportunities for customer loyalty and professional growth.

Notes:

OCLC-licensed vendor bibliographic record.

ISBN:

1-80610-495-4

OCLC:

1530659245