From the course: Delivering Exceptional Live Chat Support: Drive Results and Loyalty

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Breaking bad news with empathy in live chat

Breaking bad news with empathy in live chat

From the course: Delivering Exceptional Live Chat Support: Drive Results and Loyalty

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Breaking bad news with empathy in live chat

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- Giving a customer bad news is one of the toughest interactions to handle in live chat. When we can't give the customer what they want, we can get an emotional response, which leads to more back and forth conversation, which ultimately might escalate. So you have to get good at giving bad news in a chat. Give your customers bad news, and most importantly, guide them to the next steps. Using my four-step C.A.R.E. framework. C, clearly explain the issue. Be brief, no fluff and no excessive apology. Simply and assertively explain the issue. My definition of assertive is say what you mean, mean what you say, and don't be mean when you say it. Here's an example. "Thanks for getting in touch with us about adjusting the sales price. Sadly, we cannot adjust a sale price to an already processed order." A, acknowledge the impact. When you show empathy after giving bad news, the customer is more likely to accept your word as final, acknowledge the impact of the bad news this way. "I know this…

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