Customer Experience News & Trends

How to deliver bad news to customers

“The order will be late.” “We made a mistake.” “You can’t have what you want.” When you have to tell customers bad news, try these tactics to make it less painful.

They come from communication expert Michael Hyatt.

  • Make it as personal as possible. Make a call. Write a personal email. Avoid sending a mass message that doesn’t address individual needs under the circumstances.
  • Get to the point. No need to ease into it. Don’t make customers wonder what you might say. No pleasantries can change the harder truths.
  • Say less. Resist the compulsion to give lengthy explanations.
  • Give customers time. Give them time to absorb the news and ask questions before ending the conversation.

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