Page 100 - DENG401_Advance Communication Skills

Unit 4: Working with Customers

as, “It’s company policy to transfer overseas reservations only up to one month before the Notes
departure date,” they do appreciate explanations about the reasons behind the rules. See
Figure. Offering reasons demonstrates that you care about your customers, whereas
saying “no” without an explanation makes your decision seem inflexible. Besides “no”
and “not,” negative words include “unwilling,” “impossible,” “never,” and “reject.”
3. Tell them what you can do: When you must deny a request, soften the refusal by offering
an alternative at the same time, if possible. People appreciate having a choice, and usually
perceive your offer as an effort to help. Conclude your communication by telling the
customer what you can do for them instead of what you can’t do.

4. Try turning a “no” into a “yes”: Sometimes, by being flexible and creative, you can find a
way to satisfy the customer without causing business problems. Show that you are willing
to work with customers to achieve their goals. Find a creative workaround that solves the
customer’s problem without creating new ones for your company.
5. Be aware of your nonverbal communication: When you deny a request, be certain that
your posture and facial gestures are saying the same thing that your words are. Use a
polite but firm tone of voice, stand erect, and look the other person in the eye when
speaking. Avoid defensive postures such as crossing your arms or retreating behind a
desk. A mixed message leads to misunderstanding and frustration

Example: Suppose you are working in a retail store. Mr. Rahul is a regular client of your
store. He requested you to deliver some merchandise or goods at Rahul’s home. But the Brand
Mr. Rahul demanded from you is not available in your store. Then you have to deny Mr. Rahul’s
request by convincing him that the quality of goods of other brand is also better and tell him
that the goods that the brand he demanded is out of stock in store. Or you can denying by
suggesting some other retail stores where the product of the same brand is available but never
say no directly.

4.6 Coping with Angry Customers

At some point in your career, you will confront an angry customer, especially if you deal
directly with the public. The customer might be angry because your company failed to meet
their expectations, made an error, or otherwise caused problems for them. You need to confront
the problem immediately and defuse their anger. Table lists the do’s and don’ts for coping
with angry customers. Nancy McDonald has been observing you during your first week of
customer service training, and says you are ready to perform a difficult service task—handling
an angry customer. She has one on hold and asks you to take the call.
1. Remember why they are upset: Working with an angry customer is not a pleasant task and
can be intimidating. Fortunately, angry customers are rarely upset with you personally.
They might be frustrated because they are not getting what they want or need from your
company and cannot solve the problem themselves. They could also be disappointed by a
failure or deficiency in your company’s products or services. Realizing that their reaction
is legitimate helps you to see past the anger and act professionally. Be sure to respond as
soon as possible to show you care about the customer.
2. Avoid an audience: If an angry customer confronts you in a public area, the presence of
others can complicate your conversation. Some angry people are encouraged by the
attention of an audience or are further frustrated by obstacles they create. Try to avoid
other people and work directly with the customer in a quiet place. If others are present,
suggest moving the discussion to where you won’t be disturbed.

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