Outstanding Customer Service - The art of saying no

Customer loyalty is a critical success factor for any business. Supporting customers can be a rewarding experience how to answer questions, solve problems and make everyone happy. But no, you run into any situation enables you to solve the problem. The art of saying "No" to a customer is without doubt one of the areas of sales or customer service will develop over time.

The customer is always right? Not always. This is a 100% guarantee that you will run into situations that require you to inform the customer that the product, service or their interpretation of the contract are not accurate, or their level of service does not give them what they want.

Even if a customer is an important aspect of any business, can be a different animal and difficult to tame. Customers are people and may have different opinions, backgrounds and characters. Establishing a relationship with every person on the phone is a skill you will learn how they develop and become more experienced. Unfortunately, some people believe that if they have purchased a product or service company, are entitled to certain things that may or may not be available to them.

For example, if you are supporting a specific washing machine, the customer may use indicates the machine is not performing as expected and the company wants to solve the problem immediately.

A dialog as my go like this:

CSR: Good morning, customer service, this is Montgomery how can I help?

Customer: Yes, I have a problem, the machine does not work.

CSR: I see, can you tell me what's the problem?

Customer: Do not turn on.

CSR: How long have you owned?

Customers: 12 years last month

CSR has purchased the extended warranty?

Client: No, I did not think I needed at that time.

CSR: Unfortunately, the machine is under warranty for 10 years. We can send someone, but it would be a billable service call.

Customer: I see, I think it might be better to buy a new one ... Thanks for your help.

A clear understanding of the problem is essential to make them feel you're on their side and sincere in your desire to help through the issue.

Sincerity is the key to success in understanding the nature of your position. treat them with respect and dignity will go a long way to make them feel you are on their side, but the solution may be beyond your control or not available at all.

Customer sales and service roles are not always easy to perform, but can be a valuable resource to keep the customer satisfied. Exceptional customer service is easier if you are sincere in respect of the customer and their needs .......