Sometimes, no matter how much you would like to help the customer, you simply can’t bend the rules. Handling this situation the wrong way can anger the customer and jeopardize their relationship with your organization.
In the November issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer suggests a win-win solution.
If you must say “no” to a customer, it’s best to avoid the word “policy.” It’s a negative word which is likely to anger customers.
Instead, try replacing “policy” with the phrase, “In order to be fair to everyone …” For example, you might say, “In order to be fair to everyone, I can offer the following solution ….”
Most people have an innate sense of fairness and will respond positively to your offer.
Advice and examples for communicating with customers appears regularly in Customer Communicator newsletter.