Difficult Customer Service Situations: How to Say "No" to Customers

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Course features
  • Category: Customer Service
  • Course Length: 8 minutes
  • Series: Difficult Situations
  • Video Length: 4.25 minutes
  • Author: The URL dr
  • Resources: Checklist of Situations to Look Out For
Course overview
In this micro course, you'll identify some instances when saying "no" is the appropriate option and the best ways to gracefully tell a customer you can't do what they want, so you can retain customer relationships. 
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Course Learning Objectives
  • Demonstrate when to tell a customer no
  • Indentify how to say no to customers
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Certification included
Downloadable certificate upon completion.

Saying "no" gracefully to retain customers

"How to Say "No" to Customers" addresses how customer service staff can soften the blow to customers, when the answer is "no." Nobody wants to be the bearer of bad news. But when you can’t help a customer in the way they want, sometimes you have to say that one dreaded word: “No.”
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What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Customer Service

Conflict Resolution


Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author