Saying "No" Positively


Course introduction

What would your reaction be if a service giver says "Miss Tan, there's no more size M of this." and there's no attempt to offer an alternative or check with its other outlets. Would you prefer it said as "Miss Tan, looks like our outlet is 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 it in size M?" 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? Note: The intention of this workshop is to share customer friendly phrases for handling customer situations better and not to teach English.

Course Benefits

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 on case studies provided
  • Provide solutions to their own unique customer situations with customer friendly phrases

Target Audience

Customer Service Supervisors, Front-Line Executives, Customer Service Executives, Call Centre staff and any person who would like to find a better way to communicate verbally with customers face-to-face or over the telephone.

Course Outline

Welcome and Introductions

Introduction of Workshop Objectives and Outline

Customer Friendly Phrases versus Negative Phrases

  • Did you “Say it Right”? A personal assessment of what you say. How do you rate?
  • Three Vs of Communication
  • Why the need for Customer Friendly Phrases?
  • The Power of Customer Friendly Phrases in handling customer situations
  • Activity M.A.D. Words
  • Tragic Words and Phrases: What not to say to customers
  • “Turn off” language
  • Forbidden phrases
  • Unhelpful words
  • Ten things a service staff should never say
Handling Customer Interactions with Customer Friendly Phrases
  • Eight ways to say “No” Positively
  • “Magic words” your customers want to hear
  • Creating positive customer perceptions
  • Diagnosis of common phrases used in face-to-face customer interactions
  • Diagnosis of common phrases used in over the telephone customer interactions
  • What to say when the customer becomes verbally / physically abusive
  • Customer Friendly, helpful phrases to use
  • Handling some common customer situations
Hands-On Applications
  • Applications of customer friendly phrases learned in the following case studies:
  • When you have to say NO to a customer
  • When you do not have the solution(s) to what the customer wants
  • When handling various telephone interactions and being politically correct in your responses  when handling them
  • When you are new or don’t know the product/service/information requested by the      customer
  • When you are in a situation where you need to manage it without referring to your supervisor
  • When your company policies stops you from helping the customer
  • When you are faced with a customer using abusive language
  • Opportunities will be provided for participants to find solutions to their own unique customer situations during the workshop
Workshop Close
  • Summary of Learning

This interactive workshop will be conducted with a good blend of short lectures, group discussions, interactive activities and lots of hands-on case study applications. Participants are encouraged to bring their real-life customer related situations as case studies for discussion and resolution.

  • S$856.00* (including GST)
* Members enjoy a 15% discount before GST
* Group Discount (3 or more participants) - 10%

SDF Grant
  • Pre-approved SDF Funding of S$28.00 for All Companies
  • SDF Course Code: CRS-N-0025105
Structure Duration : Two days  
Time : 9am - 5pm
Commencement Date : 
21 - 22 Feb 2017
04 - 05 May 2017
22 - 23 Aug 2017
02 - 03 Nov 2017

Available Course Sessions

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Trainer Profile

Grace Lee

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.