Art of Saying No to Customers Without Offending Them

About This Course

Some customers make unfair demands. Do we have to comply? The answer lies in understanding the rights and responsibilities of both the buyer and the supplier. Sometimes we have to say ?no?. However, to say ?no? to customers without offending them, and still maintaining a healthy relationship with them, is an art.This 2-day program will show you how to achieve this. From how to communicate effectively with customers to being more customer focused in our services so that we can prevent upsetting a customer, to learning how to disagree with customers, to how to turn complaints to opportunities, you will learn the art of being assertive so that you can say ?no? confidently to customers without upsetting them and still maintaining the good relationship with them. At the end of the 2-day program, participants will be able to:? Learn how to say ?No? to a customer when necessary while maintaining the relationship? Better understand customer expectations and how they impact the level of service to them? Enhance engagement with customers through more effective communication? Manage and turn around upset customers.MethodologyExamples, videos, case-studies, role-plays, self-analysis, group discussions and hands-on exercises on the various techniques will ensure participants can apply them back at their workplaces.