How to Say ‘No’
Duration10'
No. of mini-lessons4
ResourcesTakeaway Tasks
Duration 10'
No. of mini-lessons 4
Resources Takeaway Tasks
Course overview
Everyone’s heard the saying, “The customer’s always right.” But that doesn’t mean your customer service team should put up with bad behavior or inappropriate demands. They’re trying to serve the needs of your customers. Learning how to say “no” in a customer service role is important.
Saying “no” can feel uncomfortable at times. But there are ways to do so which can help manage expectations, de-escalate situations, and give you the opportunity to provide alternative solutions. This course will show your teams how.
What's covered
Tips to proactively manage customer expectations
How to de-escalate difficult situations
Identifying alternative solutions to customer requests
Why your teams need this course
Leading a customer service team can be tough. Learning to say “no” in the right way is an important part of managing people’s expectations. In this course, your customer service teams will learn some tips to help them handle difficult situations and some best-practice guidelines, so they can master saying “no”.
Accredited by CPD
TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.
The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.
