Learn about common customer behavior profiles and how to manage.
- Let's go over the four exact steps to say no without saying the word no. First, confirm the issue to determine whether it's truly something you cannot handle. We may need to check with a manager, consult with our service level agreements, and/or service catalog. It's very important to confirm whether or not we can assist. The reason may be valid and based on documented procedures, not just because we don't feel like working with this customer. Also, there may be times when management will allow a concession to assist because of the service being provided, or because of the level of the customer.
So, always check with management. Number two, use positive language to inform the customer that you are unable to assist. Again, as we've discussed in previous videos, let's move our language from negative to positive. This helps to soften the no. Number three, provide options, ideas, or any information that will help them. This is a key component to the process. This helps us with the saying no without saying no step.
Number four, offer as much assistance as we can. Can I call them for you? Can I send you a link? What can we do to make it easier for the customer? Let's watch this in action. - I need to add this configuration to my system, can you help me? - This type of configuration request is handled by our systems team. What I can do is log this ticket and transfer you to them for assistance. - Why can't you help me? This is the number I was told to call. - This desk provides access to systems. We are unable to make changes as we have our systems team that handles those requests.
So, any time you have a configuration request, that's who you will contact. They'll be happy to help. Can I give you a ticket number? - Okay, what's the number? - Here, we didn't say no, or use negative language, but we were able to get them to where they needed to be. Are there times we just have to come out and say no? Absolutely. Sometimes we have to softly move to a close with our customers and say we are simply unable to help.
A common example is when a customer won't validate their unique identifier that is required by contract, law, or policy. - Thank you for calling the service desk. This is Anise. May I have the last four digits of your social security number? - No, I don't give out that information. Can you look me up another way? - We're legally bound by the privacy act to use that information for security validation. It protects you and keeps your account secure. All we need is the last four digits of your social to start. - Sorry, I'm not giving it out. Let me speak to a manager.
- I can transfer you to a manager. Again, they'll need to validate the same information due to the privacy act. - I'm not giving it to anyone. - Okay, sir. When you are ready to give the information, we will be ready to service you. Thank you for contacting us. - Could you just transfer me, and let me speak to someone else? - I can transfer you to my supervisor or a manager, depending on who is available, or they may need to contact you back. They will also ask for this information, before they can assist. - Here, we were unable to assist the customer for policy reasons.
The technician followed the guidelines and implemented our how to say no without saying no technique. Again, saying no without saying no may not work perfectly every time, but it will assist you with a process and verbiage to handle what could otherwise be a really difficult situation.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior