Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control. It is not easy to say “No” and continue a smooth conversation.
In this video tutorial we will give you 8 tips how to say "No" and not to ruin your customer's trust.
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Timecodes:
0:00 - Intro
00:56 - Say "No" without actually saying "No"
02:40 - Clarify things before you say "No"
03:20 - Begin with empathy
04:16 - Explain things carefully
05:12 - Offer alternatives
05:35 - Listen to your customers
07:17 - Do your best to solve the issue
08:07 - Follow up
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