Sometimes good customer service requires you to say no - but how you say no and when is important
Photo by Clay Banks on Unsplash
What is it about?
Understanding how being very clear and consistent in your service deliverables helps to deliver good customer service. It can be very powerful to say no; it makes it clear to the customer that you understand what you can and cannot deliver. Saying no doesn't mean you are being unhelpful and if you do let the customer know this is a service or resource you do not provide letting them know where they could turn for help is very effective.
Why is it important?
Good customer service is often under-valued. Understanding what customer service really means is also important. It is often interpreted as saying yes; and if that becomes a culture usually a service function finds when they do have to say 'no' they use a non-response to indicate that, which creates a poor image.
The following have contributed to this page: Ms Denise Carter
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