Saying ' No ' Positively by MDIS

What would your reaction be if a service consultant/provider says “Miss Tan, there’s no more size M for this.” and there’s no attempt to offer an alternative solution or check with its other outlets. Would you prefer it is said as “Miss Tan, looks like our outlet has run out of size M, would you like to try this other design or I could check with our outlet at ABC location if they still have the size you’re looking for?”

Are there more ways to communicate unpleasant information in a more palatable manner?  Could we, as service givers, say our good intentions to help customers without sabotaging ourselves?  Are there better ways to say ‘No’ to a customer and at the same time make the customer feel that they have benefited from good service?

This workshop will provide a serviceconsultant/provider with solutions in communicating better verbally with their customers through better choices of words or phrases in their face-to-face or telephone situations.

Note:  The intention of this workshop is to share customer friendly phrases for handling situations better and not to teach English.

Upon completion of this workshop, participants will be able to;

• Recognise the differences between negative phrases, positive phrases and neutral phrases in customer situations
• Apply a list of customer-friendly phrases for their daily customer interactions including challenging situations
• Analyse the common service phrases they use
• Identify what not to say in difficult situations
• Apply effective customer friendly phrases during the hands-on applications of case studies provided
• Provide solutions to their own unique customer situations with customer friendly phrases