When You Have to Say No 1.0
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It’s logical to think that saying “no” is bad customer service. According to one of the Shepard Letters, there are six customer situations when saying “no” could be turned around to create a “yes” moment. What are the situations where you would have to say “no?” It’s the law, it’s company policy, you’re out of an item, or it just can’t be done. A substitution is a feasible option in many circumstances. Sometimes it’s an obvious choice, while other times, you may have to use a creative approach. With the right attitude, you may find that saying “no” is an opportunity to show how good you are.

 

Learning objectives –
– Identify how complaints can become opportunities
– Define how to set the cultural default to yes
– Describe how to hire and empower employees

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