“No” is not a taboo word in the customer service industry. It comes with the territory and it also comes with its challenges. It is a road you tread lightly for fear of offending the customer and earning their ire. While you have been told to equate customer support with exceeding customer expectations and keeping their business, “No” is also an inevitable situation. Customer experience need not suffer.
You can politely decline a customer when a request is beyond your capability to solve, their demands are unrealistic or may go against company policy. Whatever the reason, declining does not have to be a stressful or an awkward situation.
Be in the Moment
Being in the moment means actively listening to what the customer has to say and keeping questions and the discussion focused and on track. It also means hearing what is not being said. A customer may be calling about high charges on his bill without realizing his data charges can be managed by simply adding a data plan. Being in the moment also means being intuitive to your customer’s needs.
Examples:
“When I reviewed your account, I see that you have had a technical issue on all three of your postpaid lines.”
“I see that you asked us about your internet connection a few days ago, and I’d like to address that for you today.”
“Let me clarify that concern so that I understand better. I’m sure I can find a solution that will work.”
Research says: According to a 2020 study done by HubSpot Research, 90% of customers rate an immediate response as important when they have a customer service question.
Customer Impact: Being in the moment builds customer confidence. This enables the customer to build their trust in you and in the process. Customer support embodies what your organization represents, and it speaks volumes that you are present and available for the customer.
Understand the Customer
Understanding the customer means more than just asking questions for clarifications. It also calls on customer service to treat the call as a unique interaction, giving due attention to the uniqueness of the individual you are speaking with. Customers have different personalities and you need to respond accordingly. You can get an analytical customer who puts weight on reason and analysis, or a driver who would seek to control the direction of the call. You can get an amiable customer who accepts your explanations readily or a neutral customer who will just go with the flow. Knowing your customer will give you purpose and enable you to approach and handle the call with confidence.
Empathy
Understanding how the customers feel and what they are going through lets them know that their concern matters, and their call is important. You are there to make a difference and you can positively impact their customer experience. Even more because you get them. Saying no properly is an integral part of crisis management, when the client is already irate and often times will not listen to reason or logic. You need to understand where he is coming from while also accepting the fact that the customer may not listen to you. Empathy is not only for the benefit of the customer, it is also for your benefit to be able to keep your cool while you manage the crisis.
Examples:
“I’m so sorry to hear that.”
“I understand your frustration.”
“My family and I really love that feature too.”
Research says: A study conducted by McKinsey on customer experience reveals that 70% of the customer’s journey is based on how they feel they are being treated. This gives focus on customer interaction.
Customer Impact: Understanding the customer will lead to better customer connection. You are dealing with people not tickets. They have the same concerns and worries as you. A purposeful customer interaction assures the customers that they are understood and heard.
Offer a Relevant Solution
As customers yourself, you do not appreciate an outright no without feeling that customer support has exhausted all available options and avenues to assist you. This goes the same for your customers. Provide them with a sense of immediacy. You recognize their need and you understand the urgency of their situation. Explain clearly what you are going to do. Remember that you are the expert. You know what you are talking about and a take charge attitude will shape the outcome of your call.
It is also important to make customers feel that they are part of the solution. When presenting them with an alternative different from what they initially requested for, ask them leading questions, and get their insight. This will also allow you to gauge their acceptance level.
Examples:
“You mentioned you don’t want to have to worry about late fees, I recommend…”
“This should address your concerns because…”
“I could further improve your account by…”
Research says: According to a 2020 study done by American Express, happy customers share their experience with 11 people, while angry customers share negative experiences to about 15 people.
Customer Impact: Customers know when you are giving them the runaround. A clear, direct, and relevant solution will assure them of your genuine intent to help. When you ask them for their buy-in, this makes them feel included and valued.
Politely Decline a Customer
At this point you have spent adequate time gathering information from the customer and understanding the reason for the call. When no is the appropriate answer, deliver it in a polite and empathetic way. Explain your reason for saying no. Oftentimes, clarity begets reasonable reactions. No delivered in a respectful manner makes it easier to digest. If the customer gets upset or takes offense, acknowledge that their response is valid. If at any point the customer decides to end their business with you because you cannot see eye to eye. Accept their decision graciously and remain respectful. Ask them if there is anything else that you can do for them. End the call on a good note by thanking them for their time and understanding.
Examples:
“No. This is what I can do…”
“Unfortunately, I cannot give you a refund because…”
“I apologize but it is not possible to fulfill your item exchange at this point because…”
“No, but let me see what else I can help you with..”
Research says: American Express shared a 2020 study that 81% of customers believe that businesses are either meeting or going beyond their expectations. While a recent study by Zendesk reveals that 87% of consumers believe that businesses need to provide a more consistent customer service experience.
Customer Impact: Customers will benefit from receiving truthful information. A band-aid solution that will satisfy the customer on one call but may lead to further issues in the future should not be considered as an alternative. No delivered in a respectful and sincere manner as well as explained with clarity will help the customer for the long-term.
You have no control over your customers’ response, but you can control how you respond to your customers. This is an empowering statement to remember by when saying no to a customer. As customer support representatives, you are equipped with the necessary tools and knowledge to address your customer’s concern. Presenting a truthful solution that is not expected but delivered positively makes a whole lot of difference. It will help your customers understand that you are acting with their best interests at heart. Establishing trust and effectively communicating the reasons for your no will give your customers the clarity they are seeking for.