From the course: IT Service Desk: Customer Service Fundamentals

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How to say no without saying no

How to say no without saying no

From the course: IT Service Desk: Customer Service Fundamentals

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How to say no without saying no

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- One of the biggest drivers of customer satisfaction is getting an issue positively resolved as quickly as possible. Right? So telling a customer no, that we won't be able to resolve their issue, is one of the hardest things to do. Customers don't like being told no. But what about those times when we really just can't help them? Perhaps the customers' product isn't covered in the contract. Maybe the customer doesn't pay for that level of service. Or it's just a service that we don't provide. There are times when we can't give the customer what they want for a valid reason. These reasons should be documented in our service level agreements or contracts with the customer. Saying no without saying no is a technique developed for this exact type of situation. We use this technique when we need to tell a customer no, but we don't want it to sound like no. What would be a valid example of a situation in which you might need to tell a customer no? Take a moment to document this on your…

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