Explaining policies and difficult conversations

Skills you'll practise

• Explain a policy with its reason in plain language
• Deliver bad news without hiding it
• Offer realistic alternatives
• Recognize when an exception needs approval

Course outline

1. 1.Saying no wellVideo · 2 min
2. 2.The kind noLesson · 12 min
3. 3.Knowing the policy and your authorityLesson · 12 min
4. 4.Holding a position calmly when the customer pushes backLesson · 12 min
5. 5.Explaining policies and difficult conversations: knowledge checkKnowledge check · 15 questions
6. 6.Refund request outside the policy windowScenario
7. 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General customer-service and support practice (listening, de-escalation, ownership)