Facing the Inevitable: Telling a Customer “No.”

We work in the customer service field, and strive to provide excellent customer service all the time. We are successful at this most of the time, and rarely ever do we have to tell a customer “no.” Yet, it’s inevitable that eventually we will have to—so when the time comes, how do we go about it? By putting ourselves in their shoes, and trying to understand what they want to hear, we can learn how to say this dreaded phrase.

Bear in mind you should only say “no” after you’ve exhausted every other option available to you. When the time comes, empathy is your best friend. Explain to them you’ve done everything you could, and watch how you word this. We’ve talked about the benefits of positive language versus negative language, and that skill can be of great use here. Hear the customer out after you’ve tactfully told them “no”–you may gain some insight into how to avoid it in the future. Finally, a principal that guides all aspects of the customer experience is to be sincere—show you’re genuinely sorry the product was out of stock, or that you couldn’t help them.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree