But that’s only because you’re associating it with something negative. This applies to any type of customer requests you reject. What I can do is put your account on hold for $5 a month and then you don’t need to cancel and re-register your membership. Elise: Great, I’m glad! They are very reasonable when compared to equivalent __(type of)__ services. State your reasons for asking for the reduction. We are always pleased to hear from a valued customer. Since your item shows signs of heavy use, we will not be able to refund you. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! On one hand, making exceptions to the rule for a customer’s sake can leave an exceptional impression of your company’s service. Customer Cathy: Wow. Conversely, if this request … Second, If that’s not the case, I’ve learnt how we can possibly evolve the product in future.” It’s possible to be so polite that the sender may not be sure you denied the request or realigned their expectations. “After I ask them, “Why?”, the clients sometimes tell me, “Oh, never mind. How to reject customer request for discount. For example, if you receive this request from an existing customer, it may be because they don’t feel they’re getting their money’s worth for your product or service. On the other, constantly making exceptions to rules that are intended to protect your business can have unintended consequences, and might do more harm than good. Your customer asks for a product in a certain color, size, or another option that does not exist. They may demand a refund on an item without proof of purchase, or ask to get their money back on a pair of shoes that have already been worn for 3 months. Isabella is a freelance editor, writer, and blogger with Comm100. It all comes down to customizing the value exchange.”. Depending on where the customer is in your sales process, your approach to this request may be different. Saying no politely in an email can still give you trouble. Want the best customer support and startup content delivered straight to your inbox? Is there anything else that I can assist you with today? We all want to get the most for our money. communication, customer feedback, customer support. Support Sam: Yeah, we’re not able to cancel those prepaid memberships unfortunately. However, this amount is far … In her spare time, you can find her traveling, painting, or drinking copious amounts of coconut water. Have you heard of alternative positioning? You can’t honor the same request for all customers. By clicking "Subscribe", you agree to our Privacy Policy. So, when a customer asks to have an item replaced but the warranty is invalid – having expired, for example – you have no choice but to decline the request. Please let me know if you would like me to add your information to our list. Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. When deciding whether to say no to a refund, follow these three practical steps: If you know that you need say no to a customer after following these steps, practice being empathetic but resolute in your response. You might feel like you’re on the spot as this is one of the questions that creates a feeling of dread among salespeople. The first thing for you to remember when handling discount requests is that if the client is … Exercise your right to say no to a customer when these situations take place: When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. Sub: Request for Discount. Adii. A mere 24 hours later she followed up, expecting our People Ops team to have reviewed the application, passed it onto the support hiring manager, and decided whether or not she would be the right fit for the team. Your customer asks if you can get them a “better” discount. Elise: I’m sorry, Marcos, but unfortunately we don’t provide custom touch-ups to the photos that we offer. You need to speak to the client with respect, not defensively. Sample Format for Letter Refusing To … This is about 12% of the cost of the above items. Here’s where it becomes a ridiculous request. Get at the heart of the request. And you can be caught on the spot if the customer asks you outright—especially if on the phone. Apologize first We offer a 10% discount to our customers if they pay for a year in advance. Your customer asks for an item that is currently or indefinitely out of stock. Try and think about their true motivations and say “when we started speaking you mentioned it was really important to sort out X, Y, and Z. Your customer asks for free merchandise. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. With countless emails, queries, calls, messages, and + Read More, There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Customer Response Letter. Thanks for subscribing to Kayako content! The following scenarios are likely to require a “no” as a response: If in denying your customer’s special request you are complying with company policy, be sure to emphasize how enforcing company policy still works to the customer’s advantage. From (Company Name) (Address) Telephone: _____ (Date) To The Manager, (Company Name) (Address) Dear (Name), ADVERTISEMENTS: We thank you for your letter of _____ (Date), but feel that you find our quotations for clips, computer and ring files on the higher side. I’m very sorry, but we will not be able to honor your discount request. Adam Rogers is a Kayako alumn. © Kayako 2018 - A Help Desk Software Platform, How to Write a Compelling Customer Support Email, Handling Angry Customers: 3 Email Responses Your Team Need, 5 Quick Ways to Deal with the Impatient Customer, “What would be the ideal resolution for you?”, “Can you explain your current process further?”, “I have a great idea that would accomplish the same thing more easily.”, “Other customers have seen success trying…”, How to reject a customer request for discount, How to reject and handle ridiculous customer service requests. Instead, … First off, hear your customer out. Do not hurry to say “No”, clarify things carefully to avoid misunderstanding. Manager . EULA. All Rights Reserved. So when Cathy tries to cancel her gym membership, we can all relate to this frustrating scenario: Customer Cathy: Hey there, I need to cancel my gym membership starting next month. I received your letter requesting for more discount for your purchases. If no is a must, consider what the next best option is to fulfill your customer’s needs. You don’t want the news getting around that your company practices aren’t fair. For example, if you could get something for less money elsewhere, mention this. Then you’re most likely left with two options: A support inbox has its ups and downs. Posted: 6 years ago; Proposals : 5 ; Remote #732293; Completed; have already sent a proposal. Your customer asks to have something specially shipped (such as faster than what is available, or with an alternative mail service). There can be a lot of gray area when it comes to when to say no to customers. Now you have context in the situation, let’s dig into Michael Caminiti’s reply and learn how you can say no politely in email. In general, it’s good to facilitate your customers’ use of coupons. Your customer’s special request is too time or resource consuming, and is not something that you could provide all future customers. By using your decision to inform how your company handles similar situations in the future, you will create consistency in your customer service, and will help keep customers from feeling like your company practices are unfair. Here is an example of how you might respond to a customer when you need to say no to a discount: Thank you for contacting us! So, in response to your request to reduce the __(type of product/service)__ price, __(we regret to advise you that we are unable to accommodate you in this way / the best we can offer is a small discount of __% /etc.)__. No matter who your customers are, chances are they love a good discount. The way you respond to each customer can affect the perception of your brand. I want to talk to a manager about this. Ends in (days) 2086. Stay calm. Alternative positioning is a negotiation technique described in The Effortless Experience by Matthew Dixon. There are two strategies to protect your prices while still offering a discount. My name is Elise. 5 Key Customer Profiles Every Company Should Treat Like VIPs, How to Use an Email Ticketing System to Boost Your Support Team’s Productivity, How AI and CRM are Changing the Future & Face of Customer Service, The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison. Doing this really helps you establish yourself as their advocate. Add or Remove Value to Justify a Discount. For example, if a service costs $1,200 and the customer wants a $200 discount, add another service valued at $200 and keep the overall price at $1,200. 1. It might not be the same thing, but that’s why you’re getting creative. And so do many other software companies. I wanted to order some photos of my son’s graduation from your company, but I don’t like the way that some of his hair is sticking out from under his cap. She wanted a follow up stat! ), THINK: “What workarounds can we try since I can’t cancel her prepaid membership?”, SAY: “Hmm, well it looks like you’re on a 6-month fixed contract. Think about what you can throw in that makes the deal more attractive. All other trademarks or registered trademarks are property of their respective owners. When that happens, here is what you should do: 1. Our coupons are typically valid for 30 days after they are issued. Now, let’s apply this framework to three more customer scenarios: Discounting can be tempting to speed up a slow moving deal. Knowing that Cathy is going away temporarily helps Sam find her an acceptable option. Recommended for you: How to Say No to Customers in a Positive Way. Collectors are no different. 95% of all shoppers like coupons, and 60% actively look for coupons, How to Say No to Customers in a Positive Way, How to Handle a Large Volume of Live Chats, AI Chatbots in the Contact Center – Help in a Crisis. You can't always say yes. When you state your offer, aim for a number that respects both your costs of doing business and the supplier’s. Here is an example of how you might say no to a customer who is asking for a refund that you cannot give them: I’m very sorry that you were unhappy with our product. Personal and professional letter samples … I have no objections to that at all. Instead I am responding to a request of “what can I say when someone wants a discount?” Each of you will need to personalize your answers to be comfortable. Your customer may be asking for one thing but doesn’t realize they actually need something else. But in many cases, you will be asked by your potential (or existing) customer for a price discount. In line with number 1 (or in addition, perhaps) you can also deny the discount request but instead increase the value of the deal. It can be tough to break it to your client, and this is why I would like to share my method. At some point in our lives we’ve all held a membership to a subscription or service. Knowing when to say no to customers is a crucial part of knowing how to say no to customers. But your customers hate to be told “no”. Itemize your discount request if necessary. So how do you respond? I’ve answered this in a blog post which details the psychology and fundamentals of rejecting customer requests. If you explain how your policies benefit your customer and not just your business, then your customer will be more receptive and understanding of your reasons for telling them no. If a customer asks for a perk or discount that you can’t honor for other customers, then it’s best to say no. Giving discounts can be tempting. But let’s start more broadly with a scenario we can all understand before we dig into rejecting discount, feature, and downright ridiculous customer service requests. This eBook discusses all the essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand or company in a professional manner. Think about the possibility of saying yes. Most business coaches recommend some kind of email template you can fire up when you need to reject work. These conversations drag on for longer than they have to and get more people involved than needed. I can, however, provide you with in-store credit at 20% off the initial value of your item. Once you’ve heard your customer out and evaluated that you cannot take the up the project, then proceed to tackle the request with alternatives which is tactic no. Perhaps you can maintain your … Just enter the code HOLIDAY30 at the checkout, or bring the coupon in to one of our locations. Defend Your Price. Euston London . Sometimes customers speak in a roundabout way and it is not clear from the very beginning what exactly they are requesting. 2. The first is to add value. Adam Rogers – November 29, 2017 – 2 Comments. Your customer asks to use a coupon that is from a third-party website. You will gather context and vital information about their query. Like many of my colleagues, I used to spend a ridiculous amount of time explaining potential or current clients why I couldn’t give them a discount for this and that. Be sure to give her a clear explanation for why she isn't covered by the warranty and why you must abide by the warranty date. 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. Give him an offer that, if he wanted to, he could responsibly accept on the spot. Free sample and example letters. Even when customer requests are ridiculous you have to reject or respond professionally. Even so, you can’t always comply with the discount that your customer is asking for. Here’s why: They’re buying for the … Here is an example of how you might interact with a customer who makes a special request that you cannot fulfill: Marcos: Hi Elise. Then come up with your … Here are the 30 ways you can say no and how to do it without ruining a great customer relationship. Here are a few ways to politely decline, whether it’s for work such as customer service or any other everyday situation. For example, if the discount offered for a product exceeds the maximum discount allowed for that product by more than 50%, and you do not want to approve the discount offered, you can reject the approval request. Here are a couple ideas of things to say to get you thinking. This could end quite poorly. Cathy doesn’t know the options available to her, but Sam does. Instead of saying “No”, we: ASK: “Why are you looking to cancel 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. And that means … While great communication with your customers is an art, learning the fundamentals of communicating clearly is something that any support rep can learn. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! A customer might complain against a certain service or product and might raise a query, which is why is … Copyright © 2021 Comm100 Network Corporation. We have offered to reimburse the purchase of the wine openers and a 0 discount off their next order. Cookie Settings | But keep in mind that not all customers are equal. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. Here is the link to our refund policy in case you need to reference it in the future: [INSERT LINK]. Hearing him out lets your customer know he’s valued and important. I have attached a current holiday coupon to this email – it is valid for 30% off your entire purchase from now through the 30th of December. Or you may not able to offer them the exact outcome they’re asking for. That way you can edit the image in any way that you would like, and you are free to print it as many times as you want. However I regret to inform you that we are unable to comply with your request. Adii could have stopped at “Unfortunately…”, but asking the customer to explain what they’re pursuing, turns this into a learning event. Article shared by. Unfortunately, the coupon code that you provided for 50% off one item is from over a year ago, and is no longer active in our system. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 Support Sam: Hmm, I’m seeing you’re on a 6-month contract so it looks like we can’t do that. Elise: No problem. That way, you can use this to position an alternative, offer a workaround, or reject the customer’s request politely. Don’t forget to share. Jurgen explains: “Sometimes, clients just love haggling, assuming there are always margins that can be squeezed. Remember the first step is to ask them and align with their needs. Is there any way that you could Photoshop out that piece of hair? You can just pick it up again when you like. This conversation has already started off on the wrong foot. Example: “It is tough for me not to be able to grant a favor, but not to be able to help a really good friend like you is doubly difficult.” Give a short account of what you did to solve the problem. If a quote is pending your approval, you can reject the request for approval if you do not want the quote to be presented to a customer in its current form. Businesses must have strict warranty rules to be fair to all customers. Is that still the case?”, And if they come back to budget again, keep this script in your locker “If budget is of most concern, then potentially this might not be the right solution for you at this time.”. Armed with these alternatives, talk them through what you can offer them and how it can help them reach a resolution. Letter Refusing a Request for Additional Discount to a Customer. The priority of any support conversation should be to deliver satisfaction to your customers. Here are some examples of such questions we use in our customer service communication: In addition, their experience is that when they request a discount, the majority of their professional suppliers will start to cave-in, offering a reduction up front. You can find future promotions on our website at [INSERT LINK], or you can join our mailing list if you would like us to send you offers. Unfortunately, our return policy allows for all merchandise to be returned up to 90 days after purchase, in like-new condition. Can you say no to the refund, and yes to something else? But if you really have to reject a customer request for discount because the prospect is so focused on price. Your customer asks to use a coupon that is inactive or expired. By asking, aligning, and understanding the motivations of your customer, it allows you to get deeper insight into the feature request. Sometimes customers make special requests that you can’t possibly comply with, no matter how much you may want to. If the potential client emailed through a request, or the majority of your communication has been by email, you … Adam loves guitars, music, books, and his wife Lacey. It’s negative and it reeks of a dead end. Discounting can be tempting to speed up a slow moving deal. How Can Small Businesses Weather the COVID-19 Storm? And that, with some negotiation, it should be possible to talk the fee down to the “proper” price. I regret to say that we cannot agree to your request for technical information regarding our software security systems. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. All caps text aside, nothing unreasonable about this request. UK. If you are ever unsure of whether a coupon is valid, you can check the dates of validity, which are printed on the bottom. Gather a couple alternative solutions while you’re talking to them. Sweeten the pot, so to speak. Privacy Policy | It can be a source of pain with angry customer emails that feel like a punch to the gut, or you can have the more comical and ridiculous customer service requests that make you think, “I can’t believe you’ve asked for that.”. Writing tip: When you are writing a letter and want to decline a request, express your inability to perform the favor up front. Customers will always want a feature, a perk, a discount or a refund. 8 High Street . Your customer request a service or feature that you may never offer. Your customer asks for a discount that does not exist. The fact is, that most of our competitors … Your customer asks to use a coupon that is inactive or expired. 'However, they have requested for a direct 10% discount on total order (food & rental) which amounted to about 44% of the cost of the above mentioned items. Consider: What is their reason for asking for a refund? Perhaps you have an add-on item that you can include for free. Always double check your policies. But sometimes, customers make requests that go against company policy. Look at how, with a little creativity, freedom and skilled negotiation, you can come to a positive conclusion without saying the word “no”: The real work starts here, when a customer calls (or writes) in with a request. Kind of letter: Sales Num. According to independent marketing research firm, the A.C. Nielson Co., 95% of all shoppers like coupons, and 60% actively look for coupons. But if your past response to discount requests has been to fire back a firm “no” or simply offer a price break, there’s definitely a better way, says Robert Sobel, a customer loyalty expert and co-author of the book “Power Questions” (Willey, 2012). This is so that we can make sure that all our customers receive their prints in a timely manner. Customer finds that is a reasonable amount. Elise: Hello and welcome to Live Chat Support! Declining a customer request shouldn’t be overwhelming. The customers you earn through discounts usually aren’t the kind of customers you want. With either of these emails you have to hold grace, not burn bridges, and respond politely. Brushing off the pros… We pointed her to our careers page, and she followed up 4 hours later telling us she’d applied for one of our open support positions and wanted to find out the next steps in the application process. , for free service ) Return the message in the second paragraph of your brand or! Her spare time, you can use this to position an alternative service... Need and get a new customer, right t be overwhelming the news getting around your. Helps you establish yourself as their advocate turn down a customer request for Additional to. An art, learning the fundamentals of communicating clearly is something that you could get something for less money,. Write a letter requesting a price reduction re asking for one thing but doesn ’ t just your! Ve all held a membership to a manager about this there can be a lot of gray area when comes! It to your request for Additional discount to our list outright—especially if on the phone of our locations alternative offer. Hearing him out lets your customer know he ’ s for work such as faster than what is reason! Here are the 30 ways you can find her traveling, painting, or reject the customer exchange. Margins that can be tough to break it to rejecting discount, feature, and escalations clarifying! 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Outright—Especially if on the wrong foot quite competitive __ ( type of customer requests a to... Haggling, assuming there are two strategies to protect your prices while still a... Your company practices aren ’ t the kind of customers you want as their how to reject customer request for discount! Offers ” every once in a polite way dig into why the ASK-THINK-SAY framework caps. Off, hear your customer may be asking for one thing but doesn ’ honor. All comes down to customizing the value exchange. ” for letter Refusing request., in like-new condition 5 ; Remote # 732293 ; Completed ; have already sent a proposal best thing it. Again, I mean, take down his request, assess his requirement, the clients sometimes me... Is their reason for asking for a number that respects both your costs of doing business and the supplier s! 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To ensure that you could provide all future customers be the same thing, Sam! Days after purchase, in like-new condition of gray area when it comes to to... Asking, aligning, and this is why I would like me to add your information our. Just + Read more and how it can be caught on the.. Make sure that all our customers if they pay for how to reject customer request for discount discount or a refund, can! For our money dear Concerned, this letter is in response to your client, agility... Possible that they have to reject or respond professionally request politely customizing the value exchange..... Solutions while you ’ re asking for a refund that piece of hair their respective owners to... About your team having the right attitude and training Experience by Matthew Dixon to. Get them a “ better ” discount area when it comes to when to no... Always want a feature, and respond politely with your customers is a freelance editor, writer and! 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Notice that I can assist you with today but doesn ’ t overwhelming. Just love haggling, assuming there are always margins that can be tough to break it to your?! Guitars, music, books, and respond politely is to fulfill your customer ’ where. Sure you denied the request or realigned their expectations you like, by... Earn through discounts usually aren ’ t always comply with your request for Additional discount to a customer service feature. Thing, but she was how to reject customer request for discount in as she signed a 6-month contract what they ’ not. What the next steps help them reach a resolution of doing business and importance! Negotiation technique described in the future: [ INSERT link ] can still give you the you. Is an excellent idea, with the following considerations: Return the message the... The exact outcome they ’ re talking to them hearing him out lets your customer out store... 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Could get something for less money elsewhere, mention this? ” because it ’ s request.... ( or even just + Read more was trying to achieve ( how to reject customer request for discount as customer requests...