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If, and only IF you exhausted all avenues of trying to satisfy the customers need, are you allowed to say "I am very sorry, Sir/Madam, that unfortunately I can not help you with this particular request." You have to be honest though. You never ever lie to a customer as a lie will always come out. Customers respond well if they know you are sincere and honest. Do not look for roun-about ways to deal with customers.
Always state what YOU CAN DO in a very professional, confident, assertive manner and at the same time for what YOU CAN NOT DO, state with empathy, with alternate solutions(if any), without personally hurting the person but professionally stating the reasons/explanations.
you have to simplify your idea ,always be positive and identify the risk for your client if he assist for example toy can say " i can do it for you in that way unless you want to take that risk..."
Empathize to the customer, tell them the reasons why you can't do/grant their request or what not. Choose your words, make sure you don't offend them in any way. Assure them that you can still help them. And if alternatives are available then offer it to them instead, tell them about it and convince them why it is better.
When I can’t provide what my customers want, I find the closest alternative. Even if it won’t work for them they’ll still appreciate my effort. This way I can minimize the number of irate customers.
Let’s say a customer of store asks for a specific brand and you do not sell it. I might say:a) I’m sorry, we don’t sell this brand.b) We don’t sell it yet, but we do have something similar that you might be interested in.
By providing an alternative, I have a chance of earning an otherwise lost sale. Keep in mind that my support team should know the product and its capabilities inside out in order to be able to suggest a substitute.
it basically depends on the situation, there is no specific answer for this question in my opinion.
if I have to say to a customer then I would say in a different matter by helping the customer for eg. if the situation is about a item that we don't have in our store then I would recommend him the place where they can find the product so that they remember me and they will feel if they need something they will come to our shop
I will say NO as long as their demands was not included to the rule and regulations of the company.
The query is out of our project scope . Hence I can not answer for your question sir .
By using the sandwich method: positive, negative and then positive association. For example; client is asking if a particular service is being provided in your organization. You can begin by saying Thank you for your interest in our facility, we do not offer this particular service however, we will forward your suggestion to our concerned department. Another example would be giving an alternate service. The most important step to keep in mind is EMPATHY and translucency.
As we firmly belief that customer is the king and we should be handle our clients tactfully if there is something other than their desire or demand. Saying "No" is considered a fatal being a part of client services. We can apologize by saying words like "With due apology Sir/Madam, We will forward your valuable suggestion but currently this offer/services is not being provided by us".
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