Even if you say no to a client is always somewhat risky, like it or not, in some situations it is just impossible to please certain requests: either because the need expressed is technically not feasible or because it is faced with a claim that falls outside of the classical procedures business, when the only possible solution is to reply with a refusal, we must have the courage to do it knowing maintain contact with an attitude as much as pleasant and helpful as possible.
Here is a series of good advice to learn how to say no to a customer finding the words and the right ways so that your partner will not be offended, or worse, decides to go elsewhere in hopes of receiving a better service: a valuable suggestions to put into practice every day with the aim of maintaining good relations with the public, regardless of whether you succeed or not be able to accommodate the needs expressed.
# 1 – Demonstrate empathy
Knowing how to say no to a customer also means to be able to step into the shoes of the other party and be able to understand and appreciate his motives, needs and feelings. Beyond the denial it is necessary to understand the needs that push to the request.
When you include sensations, mood and motivation the answer, albeit negative, it will be much more genuine and empathetic, thus avoiding to treat the matter as a mere problem.
# 2 – Choose your words wisely
If it is true that, in customer management, not be available to satisfy some demand can cause anger and dissatisfaction, it is also equally true that (in most cases) by denying its support gently boil down a prior many negative reactions.
Many manuals of customer care often point of maximum 5 tips for the vocabulary:
- Use terms with positive connotations (not clearly be false or overly compliant);
- Do not blame or attack ever the customer with our response;
- Be concise but thoughtful (the answers often too dry may seem unkind);
- Always apologize if necessary without hesitation (there is nothing worse than being blatantly wrong and do not want to admit it);
- If it is possible an alternative solution is required to present the best and clearly.
# 3 – Justify and do understand the reason for rejection
Assuming that, for a customer, the simple fact of being told no is hard enough to digest, it even becomes intolerable when the denial, besides not being in any way including, remains even unjustified.
The first rule to make someone accept a refusal, it is certainly to motivate you, providing the reasons that make indispensability a given request and proposing an alternative of similar solutions.
You may also like to read another article on Heygom: Customer Management: 6 tips to retain and create a lasting relationship with the customer
# 4 – Why you should have a manual with guidelines
Especially when it is in many to respond to customers, it is very important that the tone and style of the answers are as aligned as possible. It may be useful to draw up a short list of how to deal with customers and stakeholders where there are few examples of denial, accompanied by reasons why to deny the request and recommended terms to better arrange your partner. A handbook useful to all members of the corporate team that every day comes into direct contact with the public.
Knowing how to say no to a customer in the right way by showing courtesy and kindness, it can be the ingredient for building a relationship even more solid and durable.
A refusal on the phone, in person, via chat or e-mail, if wisely managed will lead to positive customer experience often able to fill the negative gap created by the refusal in itself!