From the course: Delivering Bad News to a Customer
Join today to access over 23,200 courses taught by industry experts.
Make customers feel smart and good when giving bad news
From the course: Delivering Bad News to a Customer
Make customers feel smart and good when giving bad news
- Every day, Disney employees are asked, "What time is the three o'clock parade?" I wanted to see how Disney responded. So when I went to Disney, I asked an employee, "What time is the three o'clock parade?" The employee said, "If you stay in this general area, you'll see the parade at exactly 3:11 PM. It will be less crowded, and you'll have a great view." My goal in this video is to show you how to make your customers feel good or smart when you answer their questions, especially when bad news is involved. First, I want you to be open to questions. It's easier to appear transparent when you're open to questions. Questions should not only be welcome, but also encouraged. "What questions do you have for me?" is a great way to encourage questions. Next, make customers feel smart and good as you answer questions. When Disney employees respond to customers, they go above and beyond to make guests comfortable, and I want…
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.