When You Can't Say Yes

Use this video to give your people practical strategies to successfully handle one of the toughest challenges they face: providing great service when they have to give a negative response. No-one likes having to say 'No', 'I can't', 'We don't' or 'It's just not possible', but often there is simply no choice. Whether a customer's request is against company policy, out of stock, a service is not available, or just not possible, this powerful video gives practical tips on giving a 'service no'. A 'service no' is a negative response, however it is softened by showing genuine empathy, thinking of creative solutions, and still striving to exceed the customer's expectations. Demonstrate that knowing how to retain a satisfied customer is a skill to be proud of, and one that your organisation will value.

Learning includes:
* Exploring the difference between a hard no and a 'service no'
* Why a service no, that shows you've exhausted all alternatives, can strengthen a customer relationship
* How to apply creativity to a problem, to come up with options and relevant information
* How to show empathy by letting the customer know that you care about their situation and their request
* Why it helps to clearly state reasons with honest, logical explanations
* Why getting all the facts, quickly and efficiently, helps avoid misunderstandings
* How to take personal responsibility for the customer's problem

Stress levels in the bridal party featured in this video reach breaking point when they find a utilities truck blocking the wedding car in their driveway - when they should be on the way to the church. The truck is locked. There's no driver in sight and everyone else is waiting at the church. Elizabeth, the frantic bridesmaid contacts Ethan at the utilities company, only to be told that there's nothing he can do to solve her problem. Ethan eventually applies some creative problem solving skills, and learns a few simple techniques to saying 'no' to a customer and maintaining customer service and yes, the bride does make it to the church on time! This light-hearted drama contains practical, memorable strategies to help your people maintain positive customer relationships in everyday workplace situations when they can't say 'Yes'.

Applicable for:
* Call centre training
* Face-to-face customer care training
* Outbound calling
* Communication skills
* Active listening skills
* Business to business communication
* Business to consumer communication