We Are Not Able to Process Your Request Please Try Again Later Removing Bank

We all know that emotionally, people don't respond well to "no." As customers we hate it, so why would you lot directly upwardly say "no" to a client request?

A by-production of saying "no" is that it oft results in lengthy conversations, acrimony, and escalations. These conversations elevate on for longer than they take to and get more than people involved than needed.

This applies to any type of customer requests you reject. But let'due south starting time more than broadly with a scenario nosotros can all understand before we dig into rejecting discount, feature, and downright ridiculous customer service requests.

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How not to reject client requests

At some point in our lives nosotros've all held a membership to a subscription or service. So when Cathy tries to cancel her gym membership, we tin all chronicle to this frustrating scenario:

Customer Cathy: Hey there, I need to cancel my gym membership starting adjacent month.

Back up Sam: Hmm, I'm seeing you're on a half dozen-month contract so it looks similar we can't practise that.

Client Cathy: Why!?

Back up Sam: Yeah, nosotros're not able to cancel those prepaid memberships unfortunately.

Client Cathy: Wow. I want to talk to a manager well-nigh this.

This chat has already started off on the incorrect foot. It'southward negative and information technology reeks of a expressionless end. This could end quite poorly.

At that place's always some kind of "yes"

However, it could look unlike if Support Sam used the Ask-THINK-SAY framework:

Let's dig into why the Enquire-Retrieve-SAY framework works. And so we'll employ it to rejecting disbelieve, characteristic, and ridiculous client service requests.

How to say no to customers in a positive mode

Accept you heard of alternative positioning? Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon.

Dixon defines culling positioning as, "A strategy designed to explore additional options with a customer—in many cases before the customer even knows they are not going to be able to go their beginning choice."

Look at how, with a little creativity, freedom and skilled negotiation, yous tin come up to a positive determination without saying the give-and-take "no":

How to position an alternative

1. Figure out the client's underlying motivations.

The real work starts hither, when a customer calls (or writes) in with a asking. First, establish a rapport and notice out what they're trying to reach. Doing this really helps you constitute yourself every bit their abet. It volition also requite you the context you'll need in the next steps.

Enquire:

• "Why are y'all trying to practise this?"
• "What would be the ideal resolution for you?"
• "Tin can you explain your current process further?"

2. Draw upwards a quick game programme.

Your client may be asking for one thing but doesn't realize they really need something else. Or y'all may non able to offer them the exact outcome they're asking for. Assemble a couple culling solutions while you're talking to them. Information technology might not be the same thing, but that's why you're getting artistic.

Remember:

• "How are other customers doing this?"
• "What workarounds can we endeavor?"
• "What's the finish goal hither?"

three. Tell them what you tin practise.

Armed with these alternatives, talk them through what you lot tin can offer them and how it can help them accomplish a resolution. Information technology may not exist their first selection, but nearly customers are willing to listen to and accept a unlike mode as long as information technology helps resolve the problem they came for.

Say:

• "Accept you idea of trying….?"
• "I accept a smashing thought that would attain the same affair more easily."
• "Other customers take seen success trying…"

Putting information technology all together.

Back to the case at the top. Cathy was trying to cancel her gym membership, simply she was locked in every bit she signed a vi-calendar month contract. Instead of saying "No", nosotros:

ASK: "Why are you lot looking to abolish your gym membership today?" (After poking around for awhile, she says she's going out of town for two months and that she doesn't want to pay for the gym while she's away.)

THINK: "What workarounds tin nosotros try since I can't cancel her prepaid membership?"

SAY: "Hmm, well it looks similar you're on a 6-month fixed contract. What I tin do is put your account on concord for $5 a month and and then you don't demand to cancel and re-annals your membership. You lot tin can just choice it upwardly again when you similar. What practise you think?"

Cathy doesn't know the options available to her, but Sam does. Knowing that Cathy is going abroad temporarily helps Sam find her an acceptable option. Information technology's non her first option, simply at least this fashion she's getting what she wants at a fraction of the cost and time to come hassle.

three means to turn down customer requests or demands using culling positioning

Now, permit'southward apply this framework to 3 more client scenarios:

1. How to reject a customer request for discount
2. How to decline a customer feature request
3. How to refuse and handle ridiculous customer service requests

1. How to pass up client asking for discount

Discounting can be tempting to speed upwardly a slow moving deal. And yous can be caught on the spot if the customer asks you lot outright—especially if on the telephone.

Jurgen Appelo, speaker and writer, recommends asking "why?" He finds that a lot of buyers are just trying their luck or haggling for the sake of haggling. Jurgen explains:

"Sometimes, clients but love haggling, assuming there are always margins that can be squeezed. And that, with some negotiation, it should be possible to talk the fee down to the "proper" cost.

"After I enquire them, "Why?", the clients sometimes tell me, "Oh, never mind. We were just wondering." And then they proceed to pay my regular fee. I have no objections to that at all.

"Observe that I don't say "no" to people who enquire me for a discount. I merely ask them "Why?" because it's quite possible that they have a very skilful reason! It all comes down to customizing the value exchange."

Remember, discounting is completely down to the business or employer. E'er double check your policies.

Just if you actually have to reject a customer request for discount because the prospect is and so focused on price. Effort and recollect well-nigh their truthful motivations and say "when we started speaking you mentioned it was actually important to sort out Ten, Y, and Z. Is that still the example?"

And if they come dorsum to budget once more, keep this script in your locker "If upkeep is of about concern, and so potentially this might not be the right solution for yous at this time."

ii. How to pass up a customer feature request

Equally much as you dear your customers and their suggestions, y'all know it'due south not possible to work and build all of their feature requests. Merely your customers hate to be told "no". So how exercise you reply?

Remember the first pace is to inquire them and align with their needs. Mercer Smith-Looper, Director of Support at Trello demonstrates this perfectly in one of her customer service email templates:

1 of the most valuable things you can get from these kind of emails is agreement what the true motivations are behind the customer's request. Just equally Mercer has done, Adii Pienaar, co-founder of WooThemes and Receiptful, uses this arroyo with each customer feature request.

Adii could have stopped at "Unfortunately…", but asking the client to explicate what they're pursuing, turns this into a learning event. Adii explains at that place'south two benefits to this:

"Firstly, this provides me with clarity about what the user was really asking or what they really wanted, which ways I can explain how they can achieve that. Second, If that's non the example, I've learnt how nosotros can maybe evolve the production in future."
Adii.

By asking, adjustment, and understanding the motivations of your customer, it allows yous to go deeper insight into the feature request. And then yous're nearly likely left with two options:

1. Helping the customer observe a work around.
2. Passing this feedback onto your production team and incorporating it into your adjacent product cycle.

3. How to reject and handle ridiculous customer service requests

A support inbox has its ups and downs. It tin can be a source of pain with angry client emails that feel like a dial to the gut, or you tin can have the more comical and ridiculous customer service requests that make yous recall, "I can't believe you've asked for that."

With either of these emails you lot take to agree grace, not fire bridges, and respond politely.

Saying no politely in an email tin still give you trouble. Information technology'due south possible to be so polite that the sender may not exist sure yous denied the request or realigned their expectations.

Nosotros had an interesting situation where a visitor fired upwards Messenger and asked united states about working at Kayako. All caps text aside, null unreasonable about this asking. We pointed her to our careers page, and she followed up 4 hours later telling usa she'd practical for one of our open support positions and wanted to find out the side by side steps in the application process.

Nothing wrong with this—proactive task hunting. Here's where it becomes a ridiculous request.

A mere 24 hours later she followed up, expecting our People Ops team to have reviewed the application, passed information technology onto the back up hiring manager, and decided whether or not she would be the right fit for the team. She wanted a follow up stat!

At present yous have context in the situation, allow'south dig into Michael Caminiti'due south respond and acquire how you tin can say no politely in electronic mail.

How to say no politely in email

Even when customer requests are ridiculous you lot take to reject or answer professionally.

• Ever thank the reader. Discover how Michael begins the sentence by thanking her for her proactiveness in post-obit upwards on her previous request. Acknowledging their deportment means yous're off to a corking start.
• State what you can practise. Michael can't promise a time when she'll hear back from the hiring team, just he can set her expectations going forward.
• Reaffirm your respond at the end of the email. This is especially important if your e-mail becomes long. But in our case, Michael finishes the email with "I appreciate your patience", reaffirming that she will have to wait to hear back from the hiring squad.

Now, it's your turn.

How exercise you reject a customer politely?

Declining a customer request shouldn't exist overwhelming. While great communication with your customers is an fine art, learning the fundamentals of communicating conspicuously is something that any support rep can learn. If you lot're new to this, start by using the ASK-Recall-SAY framework. You lot will get together context and vital information about their query. That way, yous tin can use this to position an alternative, offer a workaround, or reject the client's request politely.

The priority of whatever back up conversation should exist to deliver satisfaction to your customers. The way you lot respond to each client can impact the perception of your brand. No matter how ridiculous the request is, treat every question with respect and avoid saying "No" at any toll.

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Source: https://kayako.com/blog/reject-customer-requests/

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