March 2013
Intermediate to advanced
208 pages
3h 58m
English
Content preview from The Customer Service Survival KitBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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CHAPTER 5
Divide and Conquer:The Safe Way toDeliver Bad News
WHY IS IT SO HARD to give people bad news?
Perhaps it’s because we were all children once. Most of us learned the hard way that unhappy consequences often followed when we said, “Dad, I have some bad news to tell you.” And too often, we experience similar results as grown-ups when we say the same kinds of things to our customers. Especially when they are our most difficult customers.
So what do we do when we really must tell people things they don’t want to hear? Blurt it out and then duck? Beat around the bush? Bring in a supervisor? The urge to avoid delivering bad news is so strong that some human resources professionals have been known to deliver an entire termination interview ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.