When You Have to Say No

It’s logical¬†to think¬†that saying ‚Äúno” is bad customer service.¬†According to¬†one of the¬†Shepard Letters,¬†there¬†are¬†six customer situations when saying ‚Äúno”¬†could be turned around¬†to create a ‚Äúyes”¬†moment.¬†What are the situations where¬†you would have to say ‚Äúno?”¬†It’s the law, it’s company policy, you’re out of an item, or it just can’t be done. A substitution is a feasible option in many circumstances. Sometimes it’s an obvious choice, while other times, you may have to use a creative approach. With the right attitude, you may find that saying ‚Äúno” is an opportunity to show how good you are.