Jenny discovers a more confident way to say “no” to a customer.
"Regrettably, we can't do that," Jenny said
The customer gave her a sour look and turned away. Jenny felt terrible.
The moment Jasmin realised that she'd got empathy all wrong...
Jasmin was always empathic when with her friends but she stopped short of emphasising with difficult customers.
Until she learned the reason why....
RTFM! (Read the flipping manual!)
If you're an employee of a company, it's essential to read the customer manual - even if you think you know everything there is to know about the product or services you offer.
During a recent How to control your elephant course, we discussed a scenario where the objective was to politely and empathically say “No” to a customer demanding that their natural shrinkage be attended to.
Good, Better, Best. The essence of How to control your elephant.
A customer asks for something that she’s not going to get:
“I WANT COMPENSATION FOR LOSS OF EARNINGS!”.
Here are three possible responses.
