Customer Experience News & Trends

Got bad news? This technique will ease the pain

When you have to give customers bad news, this is one way to make it seem not so bad.

Focus on the future.

Whether you have to tell customers a delivery will be delayed or a co-worker that you can’t help, you fall short on an expectation, talk about what’s coming next. You can take the focus off why a mistake was made or a promise broken.

Some examples:

  • “Mr. Jones, the repair will be delayed. We’ll have a technician there tomorrow and he should have you up and running by the end of the day. In the meantime, I can waive the cost.”
  • “I can’t help on this project, Alice. I will have a little more free time in January if you want me to jump in to tie up the loose ends. Or consider my expertise for your next project in the first quarter.”

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