NEW
Font size
WorksheetsDelivering Bad News
Total questions: 11
Worksheet time: 12mins
When delivering bad news, present solutions or an action plan to solve the problems as this will also help rebuild our relationship with them.
Yes that is correct
No I don't agree with that
If a client shares a previous bad experience while working with a freelancer and say something terrible. Which of the following is the best response we can use:
"You're right that is bad!"
"I understand what you mean, we do try very hard to make sure that this doesn't happen"
In the first step of delivering bad news, showcasing sympathy is one of the best ways to lessen the sting of saying "no".
True
False
It's not really important to let the customer know the steps we will take to ensure they won't encounter the same issues with their next projects.
True
False
After being gentle to the customer, it's time to position the user for a letdown. Which step does this apply to?
Give the facts
Building a bridge
Refocus on the bad news
After we delivered the bad news to our user, we need to ___________ our relationship with the user.
Rebuild
Pull down
Maintain
What is the reason why we need to learn to change the phrasing that you might be using when delivering bad news?
Reduce the risk of upsetting the customer
Make customers understand what you're saying
Just for fun
It's absolutely okay to use statements, like can't, won't, don't, couldn't, when delivering bad news.
True
False
The statement: "To help you with this, I will escalate your issue to the proper department for review. I will give you an update once I receive a response from them." falls under what step?
Show actions taken
Building a bridge
Be mild
A Customer came into chat or called support saying, "I want to speak to your manager now!!!". What is the best response?
“Let me try to help you first.”
“I'd be happy to get you a manager. I may be able to help you depending on your question.”
Arrange the steps in Delivering Bad News:
Give the facts > Refocus on the bad news > Be mild > Show actions taken > Close with some action > Building a bridge
Building a bridge > Show actions taken > Give the facts > Be mild > Refocus on the bad news > Close with some action
Be mild > Show actions taken > Refocus on the bad news > Give the facts > Building a bridge > Close with some action
Be mild > Give the facts > Show actions taken > Building a bridge > Refocus on the bad news > Close with some action
