101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 61
Saying “No,” Positively
It’s a mistake to think that good service means always saying yes to customers and co-workers. Sometimes the best, and most helpful, thing you can do is to say “no.” Yet saying “no” while maintaining your partnership relationship can be challenging. This activity offers three techniques for saying no in a positive way that still meets customer expectations and keeps the relationship in good standing.PURPOSE:
✓ To learn how to say “no” in a constructive way
✓ To practice using words that get the message across while maintaining the relationship
TIME: 30 minutesDIRECTIONS:
1. Explain to participants that there are times to say “no” to the customer. Provide a few real-world examples.
2. Distribute Activity 61 to participate and review with them the three skills for saying “no” in a positive way.
3. Ask participants to form small groups so they can review and rewrite the examples provided.
4. Debrief the group by having them present their rewrites for everyone to react to.

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