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Dealing with Complaints Curriculum Training 37 Saying No Sometimes we have to say no to a customer, even if their demand is for us to resolve their But how do we say no without destroying our good relationship with them? A practical process for doing this involves a Repeating Loop:
• Listen carefully to the request – Say no politely – “I’m afraid we cannot do that Mr……” – Explain clearly why you cannot do it – stress the inconvenience to them if you were to over-promise and under-deliver • Offer a compromise – tell them what you can do for them. Your Notes
Listen Say No and Why Think Compromise |