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>>How
do I deal with angry customers?
How to Never Say
"No" Again
The one word every
customer hates to hear is “no”.
In this article I present four creative
alternatives to giving the dreaded “no” response to
your customers.
1.
Tell the customer what you can do. Instead
of flat out telling the customer ‘no’, start off
with a positive statement of what you are able to do. “I
can give you a gift card for the value of the
merchandise and you can use this at any of our
locations.”
2.
Diplomatically explain why you cannot honor the
customer’s request. Sometimes the only answer to a
customer’s request is ‘no’, but we must use
diplomacy and tact when refusing requests. Try this
approach: “I
can certainly respect your desire to speak with our
president. My president has me in this position so I can
work with customers like you. Will you please give me an
opportunity to solve the problem?” this response
politely explains that there will be no escalation to
the executive office and it offers a sincere interest in
helping the customer resolve the problem.
3.
Offer a pacifying solution. Give
the customer another solution to get them to back down
while you carefully consider their request. Try this
response: “We see this differently, and I am going
to have to put more thought into the perspective you
have shared with me. It’s helpful for me to understand
how you see things. In the meantime, here is what I can
do to solve the immediate problem.”
4.
Find a way to say “yes” instead.
Is there some way you could simply say yes? “
I can refund
the Widget without a receipt if I can get you to sign a
new 1-year contract with us.”
Go
out of your way to avoid saying “no” and your
customers will love you!
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I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
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I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
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