Welcome to “Service Best Practices: Ability to Say No,” a video lesson intended to show you how to say no to customers effectively. This lesson is the tenth of 12 in the “Service Best Practices” video course meant to cover the essential skills for providing consistent, high quality care for every customer. Although it’s painful, you sometimes have to tell a customer, “No, I’m sorry. We don’t have that feature.” This lesson will explain the process for clearly explaining the issue, remaining positive, and reaching a fair resolution everyone accepts.
Overview
COURSE DIFFICULTY
COURSE DURATION
3m
Skills Learned
After completing this online training course, students will be able to:
Explain the importance of setting boundaries with customers
Utilize effective communication techniques when saying no
Maintain a positive attitude while delivering unfavorable news
Reach equitable resolutions that satisfy customer needs
Implement strategies to manage customer expectations
Customer Service Representatives, Support Staff, Sales Personnel, Team Leaders
None
01. Introduction to Saying No in Customer Service
02. Techniques for Effective Communication
03. Strategies for Maintaining a Positive Interaction
04. Resolving Conflicts and Finding Solutions
05. Role-Playing Scenarios and Practical Applications
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Explain the importance of setting boundaries with customers
Utilize effective communication techniques when saying no
Maintain a positive attitude while delivering unfavorable news
Reach equitable resolutions that satisfy customer needs
Implement strategies to manage customer expectations
WHO SHOULD ATTEND
Customer Service Representatives, Support Staff, Sales Personnel, Team Leaders
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Saying No in Customer Service
02. Techniques for Effective Communication
03. Strategies for Maintaining a Positive Interaction
04. Resolving Conflicts and Finding Solutions
05. Role-Playing Scenarios and Practical Applications
