What approach should a representative take when delivering bad news?

When delivering bad news, the most effective approach for a representative is to be honest, empathetic, and to offer solutions when possible. This method respects the customer's feelings while also providing clear and complete information. Honesty helps in building trust; customers appreciate knowing the truth rather than being misled. Empathy allows the representative to connect with the customer on an emotional level, acknowledging their feelings and showing understanding of their situation. Additionally, offering solutions or alternatives demonstrates a commitment to customer service and helps guide the customer toward a resolution, which can alleviate frustration and lead to a more positive experience despite the bad news being conveyed.

Other options, such as being dismissive, vague, or overly formal, can result in a breakdown of communication and may leave the customer feeling disregarded or confused, which is counterproductive to effective customer service.