What are the best words to use when delivering bad news to customers?

1 Use positive language

One of the first tips to remember when delivering bad news to customers is to use positive language as much as possible. Positive language focuses on what you can do, rather than what you can't, and it helps to create a constructive and hopeful tone. For example, instead of saying "We can't process your order until next week", you can say "We'll process your order as soon as possible, and we expect to ship it by next week". This way, you acknowledge the problem, but also emphasize the solution and the timeline.

2 Be honest and transparent

Another key tip to follow when delivering bad news to customers is to be honest and transparent. Don't try to hide, minimize, or sugarcoat the issue, as this can erode your trust and credibility. Instead, explain the reason and the impact of the bad news, and take responsibility if it's your fault. For example, instead of saying "There's a slight issue with your product", you can say "We apologize for the inconvenience, but we found a defect in your product that affects its performance". This way, you show respect and accountability, and you avoid making false promises or excuses.

3 Show empathy and understanding

A third important tip to keep in mind when delivering bad news to customers is to show empathy and understanding. Empathy means putting yourself in your customer's shoes, and understanding how they feel and what they need. You can show empathy by acknowledging their frustration, disappointment, or anger, and by expressing your concern and support. For example, instead of saying "We're sorry for the trouble", you can say "We understand how frustrating this must be for you, and we're here to help". This way, you validate their emotions, and you demonstrate your commitment and care.

4 Offer solutions and alternatives

A fourth essential tip to apply when delivering bad news to customers is to offer solutions and alternatives. Solutions are the actions that you will take to fix the problem, or to prevent it from happening again. Alternatives are the options that you will give to your customer to compensate for the inconvenience, or to meet their needs in a different way. You can offer solutions and alternatives by explaining the steps that you will take, and by asking for their feedback or preference. For example, instead of saying "We can't refund your money", you can say "We can offer you a replacement, a credit, or a discount on your next purchase. Which one would you prefer?". This way, you show your willingness and flexibility, and you involve your customer in the decision.

5 Follow up and follow through

A fifth crucial tip to remember when delivering bad news to customers is to follow up and follow through. Follow up means checking in with your customer after you've delivered the bad news, and updating them on the progress or the outcome. Follow through means delivering on your promises, and making sure that the problem is resolved or the alternative is provided. You can follow up and follow through by sending a confirmation email, a thank you note, or a satisfaction survey, and by ensuring that your customer is happy and satisfied. For example, instead of saying "We'll get back to you soon", you can say "We'll send you a tracking number as soon as your order is shipped, and we'll follow up with you next week to make sure that everything is okay". This way, you show your professionalism and reliability, and you build trust and loyalty.

6 Avoid negative words and phrases

A final tip to consider when delivering bad news to customers is to avoid negative words and phrases. Negative words and phrases are those that convey blame, criticism, rejection, or hostility, and they can trigger negative reactions and emotions in your customer. Some examples of negative words and phrases are "No", "But", "Unfortunately", "You should have", "You can't", "It's your fault", or "That's not our policy". Instead of using negative words and phrases, you can use neutral or positive ones, such as "However", "Fortunately", "We suggest", "You can", "We apologize", or "We appreciate". This way, you avoid creating conflict or resentment, and you maintain a respectful and courteous tone.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?