Net promoter score is attempting to measure the loyalty a customer has to a brand. It’s about the overall experience, over time, rather than trying to look at a snapshot in time and react accordingly.

It complements other customer channels that should be monitored and not meant to be used as the one source of truth.

Delivering bad news is about understanding that things will go wrong from time to time, you can’t stop it. Customers also know this and deep down understand. An upset reaction to bad news might make it not seem this way.

Firstly some guidelines around effectiveness. While not an exhaustive list, it serves as a qualitative accompaniment to this step by step procedure.

A general guide for effectiveness:

The standard greeting when calling a company’s contact centre usually goes along the lines of “Welcome to xxx, you are speaking with yyy. How can I help you today”. Nothing wrong with that, it’s absolutely fine. For front line staff, it’s hard to inject any flavour or personality here