Summary
It’s not always possible to do everything that a customer asks for or wants. There are times when you will need to decline a customer’s request but by choosing the right words you can ensure that the customer feels acknowledged, appreciated and in control of the situation.
It’s not always easy to find the right words, particularly when you are in a difficult situation, so the aim is to focus on letting the customer know what you can do for them rather than what you can’t. Often giving the customer options will make them feel like they are still in control.
We can’t always do what the customer has requested but with the right can-do attitude we can show our customer we understand and want to help them.
What you need
- Have what this module looks at and video on the screen ready to play.
- Some customer examples that happen in your building.
- Print off (or be familiar) with the ‘The Six Pillars’ of Customer Experience Excellence to use when discussing steps to manage a customer’s expectations.
- Room for the team to be together in a circle.
Exercise
This is an interactive exercise that explores responding to a customer’s request without saying ‘no’. The exercise will not only look at how the team responds but the words they choose to use to drive a positive outcome for our customers. The team will consider some of the golden rules of ‘The Six Pillars’ in shaping their responses together with the power of positive language.
There are times when we can’t say ‘yes’ to a customer, but we can still show we understand them and are here to help.
