The power of ‘know’ and ‘no’ in effective customer service delivery

Denise Carter
  • Business Information Review, September 2014, SAGE Publications
  • DOI: 10.1177/0266382114552045

Sometimes good customer service requires you to say no - but how you say no and when is important

Photo by Clay Banks on Unsplash

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.


Ms Denise Carter
DCision Consult

I am passionate about customer service and delivering to the highest standards. I plan to write more on this topic in 2020.

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