Client Clash: How Do You Deliver Bad News to Customers?

Customer conflicts don’t have to turn into all-out battles. Use these helpful tips to break unwelcome news to the ones who pay your bills.

Client Clash: How Do You Deliver Bad News to Customers?

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Retail and service-based businesses thrive on delivering top-notch results to customers. Delivering bad news requires quite a different skillset. 

“Often, news is bad only if customers perceive that they have no control over it,” says Kristin Robertson, president of Texas-based management consulting firm KR Consulting, Inc. “Sometimes, the way you phrase your communication turns the message into bad news for the customer.

“Learn to recognize bad news from the...

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