5 Keys to Delivering Storage-as-a-Service Without Losing Control
4 Keys to Delivering Bad News to Customers - ICAE … · 4 Keys to Delivering Bad News 1. Be clear...
Transcript of 4 Keys to Delivering Bad News to Customers - ICAE … · 4 Keys to Delivering Bad News 1. Be clear...
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4 Keys to Delivering Bad News to Customers
A very special professional development event for ICAE
Myra Golden
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Causing a sense of helplessness Indifference
Belaboring the point
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4 Keys to Delivering Bad News
1. Be clear
2. Acknowledge how hard it is right now
3. Manage expectations
4. Offer options, when it makes sense
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Be clear
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Giving Bad News Clearly
• Assert yourself
• Be straightforward and honest
• Establish credibility
• Pause to let the news sink in
(pointers to help you be crystal clear)
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Acknowledge how hard it is
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Customer Company
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Customer Company
Problem
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Problem Company
Customer
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Acknowledging Concern• “I know this must be frustrating for you.”
• “I am sorry to learn of the death of your husband. Please accept my condolences for your loss. We realize this is a difficult time, and we want to make the claims process as easy as possible for you.”
• “I realize you’re upset. I’d like to take a minute to talk about what I think happened and then answer any questions you might have.”
• “This is obviously a horrible time for you.”
• “I’m sorry you’ve had a frustrating time, but I’m glad you called so that we can research this and determine what has happened.”
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Manage Expectations
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“Manage expectations by never giving false hope. It is what it is.
Just state what is.”—Daniel in Denver
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3 Steps Politicians Use
1. Here’s what we know
2. Here’s what we’ve done
3. Here’s what’s next
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3 Steps in Action1. Here’s what we know: The accident happened in our parking
garage at 7:42pm. The driver was in a white Honda Civic, license #. He sped off and left the scene.
2. Here’s what we’ve done: We’ve filed a claim with our loss-prevention team. We have two eye witnesses. We have filed a police report with the Austin Police Department.
3. Here’s what’s next: You need to also file a police report. You need to notify both you insurance company and your rental car company. Your insurance company will go after the driver.
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Offer options
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Offering Options
• Don’t ask the customer for options
• Predetermine choices
• Don’t apologize for the option you offer
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Start Stop
Continue
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