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How to Say "No" to a Customer and Keep Them Coming Back

Live Webinar
May 18, 2021
1:00 pm ET (12 pm CT, 11 am MT, 10 am PT)
1 hour 30 minutes
Live Webinar$99Register Now
The Customer Service Compact
  • The Partnership
  • Your Roles: We Serve and Support, Please and Protect
  • The Underlying Concept: Expectation Management
What to Know About No
  • The Neuroscience of Magic Mood-Altering Words, for Better or Worse
  • What the Customer Hears vs. What We Mean
  • The Importance of No and Our Ability to Use It for the Greater Good of All
The Mechanics of Saying No
  • The Words and Ways of Saying No
  • Your Tone of Voice
  • Your Body Language and Gestures
  • Face-to-Face, Online, and via Phone
  • Phraseology
Expressing Empathy
  • Why It Matters More Than You Realize
  • How to Do It: Phraseology
  • Bullet
The Road Back
  • Ways of Turning Rejection Into Redirection
  • A Choice of YESes
  • Reaffirming the Partnership
  • Building Customers for Life Through Transparency, Trust, Loyalty, and Partnership


Live Webinar$99Register Now