Delivering Bad News in a Positive Way
Greeting
Hold Technique
Face Noises
Voice Tone
Personally Accusing
Avoiding Escalations
Call Ownership
Call Close
Dead Air
Heavy obligating
Thank you for calling ICU Medical
Final offer
You didn't send in the order
Heavy sighs
Wishing them away
Call the customer back to the phone
One moment while I...
Great time to use the customer's name
Negative