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How to Say "No" to a Customer and Keep Them Coming Back

Learn how to say no, professionally, compassionately, and with clarity.

In today's world, where customers are accustomed to being the center of the universe, receiving custom solutions, and having everything their way, it's harder than ever to say 'no' without a range of repercussions. And yet, sometimes no is the appropriate response, not just for your department or organization, but for your customers as well. You can't keep saying yes and remain viable. Nor should you say yes, knowing you can't deliver on the promises you're making. So, what's a customer service professional to do? The good news is that you can and should say no at times to your customers for the betterment of all. This topic teaches you how to say no, professionally, compassionately, and with clarity! Learn how to say no without guilt, shame, or embarrassment, yet do so in a way that paves the way for alternatives that ultimately serve your customers and your organization better, solidifying their allegiance, trust, and loyalty. Turn rebuffs into redirection; and provide meaningful alternatives, options, and opportunities to redefine success, restore customer confidence in you, and strengthen allegiance going forward. Oh yes, you can!

45 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Customer Service Compact

  • The Partnership
  • Your Roles: We Serve and Support, Please and Protect
  • The Underlying Concept: Expectation Management

What to Know About No

  • The Neuroscience of Magic Mood-Altering Words, for Better or Worse
  • What the Customer Hears vs. What We Mean
  • The Importance of No and Our Ability to Use It for the Greater Good of All

The Mechanics of Saying No

  • The Words and Ways of Saying No
  • Your Tone of Voice
  • Your Body Language and Gestures
  • Face-to-Face, Online, and via Phone
  • Phraseology

Expressing Empathy

  • Why It Matters More Than You Realize
  • How to Do It: Phraseology
  • Bullet

The Road Back

  • Ways of Turning Rejection Into Redirection
  • A Choice of YESes
  • Reaffirming the Partnership
  • Building Customers for Life Through Transparency, Trust, Loyalty, and Partnership
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More Program Information

Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on May 18, 2021.

Call 1-866-352-9540 for further credit information.

MP3 Download

No credit available.

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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Craig Harrison

Craig Harrison

Expressions of Excellence! (TM)

  • Founder of Expressions of Excellence!™, a full-service training firm helping sales and service professionals engage and express, sell, and excel in the marketplace
  • Coaches organizations to tell their and their client's success stories, design and deliver great customer experiences, and communicate for success
  • Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
  • Author of the Good, Better … BEST! series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence, and more
  • Founding president, dean emeritus of the Speakers Academy of National Speakers Association — Northern California chapter
  • Instructor, University of California Santa Cruz, Silicon Valley Campus since 2001
  • Interviewed John Wooden, Chesley “Sully” Sullenberger and Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
  • Clients include Pfizer, McKesson, Plantronics, ATT, headsets.com, U.S. Army, nolo.com, Hilton Hotels, dozens of national and regional associations including NSA, MPI, CalSAE, HSMAE, CIBC, HDI, PMI, NAPO, NACE, and SGMP
  • Senior consultant, www.TheConsultingTeam.com, facilitating positive change
  • Can be reached at 510-547-0664, [email protected], or www.ExpressionsOfExcellence.com
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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 405115
Published 2021
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