课程: Building Rapport with Customers
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Use rapport to get customers to accept bad news
No one likes getting bad news, but if you work in customer service, you know customers really don't like getting bad news. Any time you tell a customer what they don't want to hear, you can get pushback or an escalation. But if you fold bad news into empathy and rapport, getting the customer to accept your word as final is much easier. Let's look at how not to give a customer bad news. I'll play the agent again. "Hello, thank you for calling. How can I help you today?" "I'm just calling to check on my refund. It's taking a really long time." "I see. After checking your account, I found that your refund request was denied because it was past the allowable return period." "That's ridiculous. I wasn't told anything about an allowable return window." The customer feels blindsided and frustrated. There's no empathy. Giving a customer bad news is hard enough. And when you don't foster rapport, you make it even harder for your customer to accept the news. Let's try the scenario again, this…
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