8 ways to say no to customers with examples

Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control. It is not easy to say “No” and continue a smooth conversation.
In this video tutorial we will give you 8 tips how to say "No" and not to ruin your customer's trust.
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Timecodes:
0:00 - Intro
00:56 - Say "No" without actually saying "No"
02:40 - Clarify things before you say "No"
03:20 - Begin with empathy
04:16 - Explain things carefully
05:12 - Offer alternatives
05:35 - Listen to your customers
07:17 - Do your best to solve the issue
08:07 - Follow up

[cunn]

I'm literally standing outside of the customer place right now, listening to this video and trying my best to absorb all the knowledge haha

[reubenperez]

1. Say "No" without actually saying "No" 00:56
2. Clarify things before you say "No" 02:40
3. Begin with empathy 03:20
4. Explain things carefully 04:16
5. Offer alternatives 05:12
6. Listen to your customers 05:35
7. Do your best to solve the issue 07:17
8. Follow up 08:07

[subhashmishra]

Very good points for the good CX service. Sometimes CX just don't want to understand or listen sorry or apologies. They just want what they have ordered or do not want to listen. Can you explain what can we do in that situation please. It will be reall helpful for everyone.

[dpbpllc.]

Very interested in the over all setup, thanks

[thonynavarro]

I work remotely as a customer service and this content is invaluable and heavily insightful. Thanks for sharing👍