“Should I tell the customer to have a good day after I’ve just given them bad news?”
A participant in a workshop this week asked,
“Should I tell the customer to have a good day after giving them bad news?”
SMART question!
While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine.
Watch my video to learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.
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Once or twice a month, I share my best advice with my email list. I give you ideas to help you go from feeling overwhelmed with escalations, and frustrated about the lack of empathy and connection in interactions, to feeling amazed when you hear friendliness and empathy and you realize your employees are politely controlling calls and preempting escalations.
The 3R Conversation Control System™
(Formerly De-escalation Academy)Â
A psychology-based system that helps professionals stay calm, redirect difficult conversations, and confidently resolve interactions—even when the answer is no.
Used by teams at Fortune 500 companies and NFL guest experience organizations.
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