Professional Documents
Culture Documents
B&M File
B&M File
2 Identify a mechanism
3 Practice
02 The Importance
03 The Advantage
04 A Technique
05 Let’s Practice
1 Why do I need to say NO?
(on calls/emails/chats/any interaction with customers)
Business
Policy Account
Restrictions not verified
Un -
Service / reasonable Geographical or
Product not timelines regional
available restrictions
2 The Importance
·.¸¸.·♩♪♫
𝓛𝓮𝓪𝓻𝓷𝓲𝓷𝓰 𝓽𝓸 𝓼𝓪𝔂 𝓷𝓸 𝓲𝓼
𝓪𝓷 𝓮𝓼𝓼𝓮𝓷𝓽𝓲𝓪𝓵 𝓼𝓴𝓲𝓵𝓵
𝔂𝓸𝓾 𝓷𝓮𝓮𝓭 𝓪𝓼 𝓪 𝓬𝓾𝓼𝓽𝓸𝓶𝓮𝓻
𝓼𝓮𝓻𝓿𝓲𝓬𝓮 𝓪𝓭𝓿𝓲𝓼𝓸𝓻.
♫♪♩·.¸¸.·
Activity
Tell a story
Yes and , Yes but
What would you do?
For over 12 years, John has been managing the family business and works through
Christmas break.
He has been missing his celebrations with his wife and 2 sons and has decided he does
not want to do that anymore.
How can he tell his Father & Boss, who heads the business, that this year he
will not work over Christmas?
Option 2: NO, My
Option 1: This year I family needs me and I
will not be able to intend to spend the
work over the Christmas holidays
Christmas break. with them!!
Either Option N ei the r O pti o n
Is there another option?
11
3
The Advantage
Positive No = YES NO YES + +
Do not rush to say “No”, clarify things carefully to avoid misunderstanding
•“I am not quite sure I understand what you mean, could you clarify…….”
•“If I understand you correctly you’d like to……”
•“To avoid misunderstanding, could you confirm…..”
•“How specifically, are you requesting for?..”
Begin with EMPATHY
Empathy statements allow you to establish connection with your customers
Here are empathy phrases which you can use while communicating
with your customers:
•“I would feel the same in your situation, let’s see what we can do to sort
this out….”
•“It seems frustrating, however may I offer you……”
•“We apologize for the inconvenience that this may have caused and
here is what we can do for you…. ”
Explain the reasons
Telling the customer “No” without explanation will make the customer feel upset and frustrated
Some examples:
•“Let me explain why we cannot provide this feature right now ….”
•“The main reason for ……”
•“We apologize for the inconvenience caused. The reason why we
cannot implement the requested feature is…..”
It will not take much time, but will definitely add more positivity to
your conversation.
Plus understanding the WHY behind the customer’s request will
help explain WHY we cannot provide it.
Offer Alternatives Do your best to solve the issue with
alternatives
Before you say “No” to customers, think of
alternatives Displaying customer engagement wins the trust of the customer
Is there anything else you can do for them? Here are a couple of scripts for this situation:
• “Unfortunately right now we cannot implement this feature.
Example: “Though we do not support this However, let me check with our management if we can do this
payment method, we can keep your account in future.”
active while you are sorting out the issue with
your bank”. • “I am afraid our Christmas promo is over. However, we will be
glad to offer you a 15% discount for this subscription as you
have been our loyal customer for 5 years.”
Signpost throughout the discussion, keeping your customers informed about your progress is important if you
want to win their loyalty
Provide assurance to explain to them that you are there to find the best solution to resolve their issue
5 Let’s Practice
Practice Statements
1. Your customer asked you for a refund; however you can’t honour the request
2. You have a caller who insists that you service his account without verification
3. Your customer insists that he wants XYZ product and it is currently available
4. Customer insists that you service the account without placing him on hold
5. Customer insists that he/ she gets the credit back in their account within two days and your
timeline is 5-7 business days
Over to you!
Thanks!
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