hi everyone this is your contact center coach here to talk about one of the most difficult but
important things you have to do in dealing with customers saying no the right way in this video
we're going to discuss why this is so important we'll look at some do's and don'ts and i'll give
you some great tips on how to say no or deliver negative news in a way that keeps customers
loyal to your business this video is brought to you by benchmark portal the source for contact
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the customer is always right
that simple phrase has been followed by major retailers and businesses around the world for
nearly a century but it was never intended to mean that the customer is right in every situation
instead it's meant as a signal that customers are special to treat them as if they're right
even if it's obvious that they're not customer service it's natural to want to say yes but that
can't always be done and great services not simply saying yes all the time in fact the ability to say
no the right way is one of the most important things you can do to provide great service
so how can you make customers always feel right even when you can't give them what they want let's
look at some do's and don'ts that'll help you to say no in a way that drives customer loyalty
instead of driving them away saying i don't know without any follow-up makes it appear that you're
either unknowledgeable or that you don't care instead try saying that's a great question let
me check into that for you this tells the customer that you're helping them rather than blowing them
off of course you do have to take the next step by checking into it for them we'll discuss the idea
of checking into options shortly the words i can't may be correct but can be easily misinterpreted as
i don't want to instead say let me check with my manager to see if there's something we can do
this tells customers you're trying and even if the answer is still no at least they see that
you're working for them trying to exhaust all options in retail when products aren't in stock
you risk losing customers to other businesses if you simply say that the product isn't available
instead try something like great choice we'll have that here in about two weeks if you'd like
i can contact you as soon as it comes in if this approach is impossible in your center
you may be able to adapt a similar approach that is proactive in keeping their business with you
in these examples did you notice that i said no without actually using the word no that's
because you can convey no by simply explaining why instead of no we don't do that try phrases like i
can see how that would be helpful but i'm afraid we don't have plans for that right now or while
there's currently no way to do that we appreciate you taking the time to let us know what you're
looking for this reframing of no as an explanation using positive and honest language keeps the door
open for future business and won't make customers feel that calling you was a waste of their time
but those words are only so good if you don't have a plan so let's look at some x's and o's you can
keep in your customer service playbook for giving negative news to customers first of all start with
empathy there will be times when there's nothing you can say or offer to make a customer happy
but you can always be empathetic and assure the customer that you'll do whatever you can to help
them making a customer feel understood goes a long way when you can't say yes no matter how
busy you are use active listening skills to ensure you understand the questions and issues this is
especially important to ensure you're correct before providing an answer that's not favorable
be transparent by explaining clearly and honestly why their request can't be fulfilled there's
nothing more powerful than a clear and direct answer and that makes the why behind the no easier
to accept and understand whenever possible find options or alternatives that may help
think of this as a counteroffer if you can't fulfill the original request
people do like making choices even when it's not their first or preferred choice finally showing
customers that you're working for them is the best way to win loyalty so do everything you can
to solve their problem without placing blame on someone else or on your company because even if
you find a solution that the customer declines at least they're the ones saying no and not you
well we hope you found this video helpful if so please subscribe like and comment below we'd love
for you to share your ideas on how to say no with other professionals just like yourself and don't
forget to check out some of our great training programs through the link in the description below
this is your contact center coach saying game over thanks for taking the time to
make yourself a better player for your company and for your customers now go out there and be great