From the course: Customer Service in the Field (2017)
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When to say no to customers
From the course: Customer Service in the Field (2017)
When to say no to customers
- Put your customer hat back on for a minute. Think about a time when you were really upset with the customer service, we've all had these experiences. We've all had times when we wanted to speak to another representative, or hang up, or just throw the phone. We've all had times when it felt like the person we were talking to couldn't care less. You know the old saying the customer is always right? Well the reality is, that's not always the case. Sometimes the customer is wrong, and sometimes we have to say no. So how do you say no but maintain your cool? And more importantly, maintain your chances of keeping a positive relationship with that customer? Here are a few ways to do that. The first is to determine if this is really a valid or invalid customer complaint or challenge. You need to troubleshoot and find out if the issue is legit. If the complaint is valid, work to maintain your cool and look for ways to flip your negative into a positive. Here's an example, let's suppose a…
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