From the course: IT Service Desk: Customer Service Fundamentals

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How to say no: the steps

How to say no: the steps

From the course: IT Service Desk: Customer Service Fundamentals

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How to say no: the steps

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- 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…

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