Much as we might want to accommodate every customer request, sometimes it’s just not realistic. Regardless of the specific issue, sometimes we have to say no to our users or customers. The key is to find a way to do so that doesn’t alienate the customer and preserves the relationship.
How to Say No Without Alienating the Other Person
Saying no to another person can be difficult. Sometimes, that’s the answer they need to know. Your ability to say no with grace and finesse can preserve relationships with customers and coworkers.
In this session, you will learn:
- When to say no.
- Considerations before saying no.
- What customers and end-users really want.
- Why things go wrong with end-users and other customers.
- How to handle it when you make a mistake.
About the presenter:
Don Crawley is a former manager, IT trainer, and consultant with decades of hands-on experience in technical environments. He is the author of The Compassionate Geek, a widely used guide to improving soft skills and professionalism in IT. As an internationally recognized speaker and trainer, Don has helped thousands of IT professionals become more productive, collaborative, and easier to work with.
