<p class="m-top-30">All customer service agents have one goal in common: to ensure the satisfaction of the clientele. However, contrary to popular belief, the customer is not always right. There are instances wherein you, the customer service agent is left with no choice but to say no. No one wants to set up other people for disappointment, especially if your industry revolves around problem-solving. So how do you break the news to your customer in scenarios where you just can’t nod your head in agreement?</p>
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First, <b>keep your cool and be honest</b>.
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There’s no way you can entertain requests such as refunds after the stipulated timeline or exchanging an item in a color that doesn’t exist. Establish that on the onset instead of giving the client false hopes. Panicking will only make you utter promises you wouldn’t be able to fulfill.
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Try to view the situation as an opportunity to improve your current products and services. Ask the client what motivated him to make the request and if he wants to see or experience anything else. If you treat their impossible requests as honest feedback, you might be able to harvest valuable insight that could benefit your company.
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We all know how denial and rejection You shouldn’t find it difficult to put yourself in the client’s situation since you’ve experienced being a customer too. Let him or her know that you understand his disappointment and that you’re not dismissing his feedback. That way, the customer would feel cared for.
Lastly, <b>offer reasonable alternatives</b>.
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Now that you’ve come to terms that his or her request simply can’t be granted, pitch the closest option you have so the client knows there’s an alternative. If he’s looking for an item that’s long been out of stock, why not recommend the model that replaced it? Is he asking to replace a defective item that was bought 6 months ago? Recommend your service and repair centers. Make the customer feel that you can meet halfway instead of simply saying no.
Still uncomfortable with the thought of disagreeing with your clients? Worry not. Callix has highly-trained agents who can handle even the worst scenarios in customer service. Message us at our website to learn more about our topnotch services.