The Art of Saying No to Customers
Customer Service Webinar Series with Linda Bruno
Perhaps you’ve heard the myth that since the customer is always right, you have to say yes to whatever they want. News flash! Not only is the customer not always right, there are certainly times when you can and should say no.
But even though the customer is not always right, they are always “the customer.” Interactions with users require trust, respect and focus on the needs of the individual. When we incorporate those aspects of service into our interactions, we develop loyalty. And in today’s “I can find it elsewhere”-world, loyalty is at a premium.
In this fast-paced one-hour webinar program, we’ll help you determine when it’s appropriate to use that important little word. More importantly, you’ll learn how to say no in a way that maintains the loyalty you’ve worked so hard to earn.
Register
North Carolina library staff are invited to register for The Art of Saying No to Customers, https://slnc.info/CS-1.
This program is supported by grant funds from the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act (LSTA) as administered by the State Library of North Carolina, a division of the NC Department of Natural and Cultural Resources (IMLS grant number LS-252476-OLS-22).