Delivering Bad News to Customers.

Format:

Video

Language:

English

Physical Description:

1 online resource (71 minutes)

Place of Publication:

[Place of publication not identified] : PACKT Publishing, 2025.

Language Note:

In English.

System Details:

video file

Summary:

<b>Learn effective strategies for delivering tough news to customers with empathy and professionalism. Build trust, protect relationships, and handle reactions gracefully in difficult conversations.</b><h4>Key Features</h4><ul><li>Provides step-by-step strategies for empathetic delivery in difficult conversations</li><li>Guides the selection of the most effective communication channels for tough news</li><li>Teaches practical techniques for managing customer emotions and reactions</li></ul><h4>Book Description</h4>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.<h4>What you will learn</h4><ul><li>Deliver bad news with empathy while maintaining customer trust</li><li>Choose the best communication medium for each tough message</li><li>Manage defensive or emotional customer reactions with poise</li><li>Frame difficult news with transparency and clear solutions</li><li>Handle follow-ups and problem-solving after tough conversations</li><li>Enhance your professional reputation through empathetic communication</li></ul><h4>Who this book is for</h4>This course is perfect for professionals in customer service, account management, sales, and client-facing roles who regularly encounter tough conversations with customers. Whether you're new to handling bad news or looking to sharpen your skills, this course will equip you with the strategies to deliver messages effectively while maintaining empathy. Ideal for those wanting to build stronger customer relationships, grow their career through communication mastery, and protect their professional reputation, this course is a must for anyone engaged in sensitive customer interactions.

Notes:

Title from resource description page (viewed July 20, 2026).