The document outlines steps for customer service teams to politely refuse customer requests when necessary. It emphasizes the importance of listening to customers, respectfully declining requests, explaining limitations, and offering alternatives to achieve a positive outcome. Additionally, it encourages openness to feedback for improving customer service practices.

1. How to Say
to Your Customer

2. It’s great for a customer service team to be able to
fulfill customers’ needs and wants, but sometimes
they just couldn’t or shouldn’t for whatever reasons
that may be.
In dealing with situation like this, it’s best then for
them to know how to refuse such requests politely.
Find out how you can teach your customer service
team to say no to customers:

4. Step 1 – All ears to their request and demand
First things first, listen to your customer
problems or requests in full. Don’t try to
retort or say no right away.

5. Step 2 – Decline with respect
After you listen to their demand and
understand it well enough, it’s time for you
now to make a decision. If the answer is no,
just honestly say it – though with some
degree of respect and modesty, of course.

6. Step 3 – Explain the limitation and focus on
what you can
Through explanations and focus on what
you can do, customers are likely to accept
your answer without being upset, since you
show our effort to help them as much as
possible.

7. Suggesting them other alternatives is a
great way for both parties to reach a win-
win situation. These alternatives may be in
the forms of similar product or service they
are looking for.
Step 4 – Lure them to other alternatives

8. Opening yourself up to critique and
suggestion will lessen their disappointment
when you need to say no, since customers
expect to be understood and heard through
their feedback.
Step 5 – Open for feedback

9. If you’re keen to learn more
on how you can better train
and improve your customer
service team, be sure to
check out
our comprehensive e-Book
that you can get for FREE
here.