How to Turn Bad News to Good News for Customers? (call center 101)

Sometimes reverse psychology doesn't always work when blurting out the bad news. One may point out that you have to know the mood of the customer when it comes to telling the negative. But not everyone of us has the psychic ability to read minds especially for those frustrated customers that desperately need a saving grace in the field of customer service, lest in a call center environment.

The challenge is how to turn the bad news to make it sound like more accommodating in the ears of the customer. These phrases would pre-empt the customer that a bomb is coming on their way, making them feel prepared to receive the bad news, and to calm their senses that it's not that bad at all,

1. As it turned out instead of using unfortunately
(example) As it turned out Mrs Jones, your warranty has expired last month, the failure on your device is therefore cannot be covered but i'd like to discuss your options.

2. I hate to break the bad news to you but...
(example) Ms Jones, i hate to break the bad news to you but worry not because we have some alternatives in the solution to your problem.

3. I've good news and bad news for your case, i'll tell you the bad news first...
(example) Mrs Jones, I've good news and bad news for your case, i'll tell you the bad news first... (state the dilemma), and the good news is, you may opt to do this...(state the customer's options)

4. Given the results...
(example) Missus Jones, given the results of your case, we found out that it's kind of a dead-end, however, i was able to squeeze out some options for you.

image: courtesy of SpaceX

A compassionate customer service rep wouldn't go head-on colliding with the customer in telling the negative no matter how small that is, instead, it is psychologically advisable for them to use coaxing words and phrases.

The plebeian keyword here is the Option, it was overrated sometimes but technically and philosophically, you're extending a beneficial effort for the customer when you offer some alternatives, that may or may not directly solve their problems.



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