How to Avoid Saying No to a Customer
Saying no is a sure way to trigger negative emotions. But there are techniques customer service reps can use to avoid the need to say no.
(Boonton, NJ, February 10, 2015) Saying no to a customer is one sure way to trigger a negative response that could lead to a difficult interaction.
But situations often occur in which there is no way to say yes. What can reps do to keep customers from becoming angry or upset?
According to Richard S. Gallagher, author of The Customer Service Survival Kit, there are ways to turn a no into a yes.
In the lead article of this months issue of The Customer Communicator, Gallagher offers frontline service reps several helpful suggestions, including the can-can technique.
With the can-can, you acknowledge what you can acknowledge about a customers request, and then offer what you can offer.
For example, when an item is out of stock, a rep can acknowledge the problem and can offer help.
Heres the CAN acknowledge:
I wish that we had this in stock, so that you could have this today.
Heres the CAN do:
I can help you order this for future delivery.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.