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Delivering Bad News (more like call flow)

I understand how can this be a concern. Let me go ahead and check what's going on.

I apologize for the inconvenience. Let me go ahead and check what's going on.

I understand, if I were on your situation I will feel the same way too Ms McCarthy.

Upon reviewing the account, as for additional security we just wanted to make sure that you are the one using the card and no one else as your security is our most top priority.

You don't have to worry, we'll fix this today.

I will go ahead and get an account specialist for further assistance


I know that you are a good and beautiful person, it just so happen that I prioritize my job for now, and what can I promise I can still be a good friend and we can hang out with each other

Tony
I know that your good and helpful person it just so happen that I was drunk kissed your girlfriend Ill assure you that It will not gonna happen again still hope that we can still be a good friends


Thank you for lending it and I know how very important this money for you

it just so happened that I need to pay first my

and what I can promise is I will pay it on my payday after I receive my salary



I'll appreciate you all guys coming to work today
it just so happened that there is a mistake on our work and need to stay an extra hour to resolve it
what I can promise after this is I will treat you all in lunch


6R's of Delivering Bad News

Receive - Report - Reaffirm - Rationalize - Redirect - Resolve or Retreat

Receive - acknowledging the client's concern
ex. Mr. Customer, we apologize if made you feel that way; and we are truly thankful for your long-standing business with us. I'll pull up your account right away and I'll see what we can do about that fee

Starting w/ Thank you
I can go ahead and check that late payment charge/interest charge
I appreciate you

Report - Telling clients what happened after investigating or processing their request
ex. All right Mr. Customer, thank you for your patience. I have finished processing your request; as of the moment, I'm afraid the late fee is not something we can remove for you

Reaffirm - Letting clients know that our company is considerate or you've made an active effort to try to resolve the issue
ex. We are usually allowed to reimburse our clients for late fees as a courtesy

Rationalize - Justifying why a request cannot be granted or speculate about why the issue happened for no apparent reason
ex. But in our case, there was already a late fee adjustment on your account on ... This type of adjustment may only be done as a courtesy once every 12 rolling months

Redirect - Steering away from the bad news
ex. For future reference payments can be made by setting up auto pay online or with an agent. Setting up auto pay for just the minimum due will guarantee that you will never be late on a payment date

ght time
ex. Its the least I can do; but thank you very much for working with me today Mr. Customer; is there anything else we can do for you? All right. Thank you for calling Citibank. You take care. Bye now

In the meantime, I just want to let you know that you can always make a purchase at the store without having a physical card. Just present a valid photo ID and the store associate can use a register to look your account up

     
 
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