Which technique is recommended for delivering bad news while still impressing the customer?

Framing the situation in a positive light is an effective technique for delivering bad news because it helps maintain a constructive dialogue between the customer and the representative. This approach allows the representative to acknowledge the negative aspect while also highlighting any relevant positives or solutions that may arise from the situation. By doing so, the representative can help the customer focus on what can be done moving forward rather than solely on the disappointing news.

This technique demonstrates empathy and understanding, which can strengthen the relationship with the customer. It shows that the representative cares about the customer's experience and is committed to finding a resolution or mitigating the impact of the bad news. This positive framing can also help to diffuse any potential frustration from the customer, making it easier for them to accept the news and move forward.

In contrast, ignoring the customer’s feelings would likely lead to increased dissatisfaction, while waiting until the customer calms down could cause unnecessary delays and prolong discomfort. Being vague about the actual situation may lead to further confusion and distrust, which can damage the relationship rather than fostering it. Framing the situation positively addresses the immediate concern while reinforcing a sense of partnership between the customer and the organization.