PCI Webinar with Linda Bruno
The Art of Saying No to the Patron
Competency: Personal/Interpersonal Competencies
Sub-Category: Customer Service
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, Linda Bruno will help you determine when it’s appropriate to use that vital little word. Even more important, you’ll learn how to say no in a way that maintains the loyalty you’ve worked so hard to earn.
We will discuss:
- Situations that may require a “no”
- Specific ways to present the “no” so your customer is more likely to accept it
- What to do when the “necessary no” results in an unhappy customer
Linda Bruno ~ Biography
Linda has been developing and conducting training seminars for more than fifteen years. Certified with Development Dimensions International and Achieve Global, she also offers her own workshops Supervisory Skills, Personalities, Organizational Skills, Effective Communication, Returning Balance to Your Life, and many other topics.