Saying no to customers is one of the hardest things in customer service. Many struggle with it and try to soften the blow by adding wishy-washy words. However, when they do this, they add a double negative and give the impression that they lack confidence.
Customers can become very aggravated when told, "It's against company policy." It can feel like a fob-off and make them want to speak to a higher authority. Especially when they ask, "What is the policy?" and all they get back is a shrug or an "I'm not sure." As this article explains, there is a better way.
The NHQC will raise standards, but even so, things will sometimes go wrong, and at such times, homebuyers can quickly become very angry. Our “How to control your elephant” training with its trademark “Helping Hand” will help your front-line teams deliver bad news calmly and empathically.
Jasmin was always empathic when with her friends but she stopped short of emphasising with difficult customers.
Until she learned the reason why....
Elevana Ltd
Bowman House,
Whitehill Lane,
Royal Wootton Bassett, Wiltshire,
SN4 7DB, UK
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