For those of us who work in the customer experience arena, having to tell a customer “no” can be quite disheartening. We go out of our way to please them, and ensure they receive satisfactory service, and telling them the dreaded “no” goes against all that. But sometimes we have to say it—the trick is how you say it. Let’s take a closer look at what to do when you find yourself in this dire situation.
Hopefully, this will not happen very often. First, many customer service experts recommend not actually using the word “no”. Since this is the word customers don’t want to hear, you need to find another way to tell them. It is best to adopt a sincere tone when you do tell them, and be sure to let them know you did everything you could to help. Empathy is a buzzword that gets mentioned a lot in customer service, and in this instance it can be of assistance. Put yourself in the customer’s shoes and try to think of what you would do if you were in their situation. If the customer needs to vent—let them do it, and then respond in a professional manner. It is extremely important to maintain a professional demeanor at all times, even if the customer is visibly upset.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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