Impeccable Transparency

Customer Experience Tip #1245

The best time to share that difficult news with your customer is often in real time. They want to know as soon as you know (just as you would if you were in their shoes). If you can share it as it’s happening, then your emotions will be perceived as real … because they will be … and that customer will feel kept in the loop; in partnership with you. It’s never easy, but let’s remember that bad news does not improve with age.

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