SDX Session (Customer Support): How to say NO to customers

Sharon Moorhouse, Intercom Ballroom 355, 3:00-3:30 Delivering truly delightful and memorable support to customers is great. There are endless numbers of blog posts, tips, tricks and talks on how to make your customers happy. There aren't however, almost as many resources related to managing and supporting your customers when they're NOT happy. Difficult conversations with unhappy customers exist - we wish they didn't but they do. How do you say 'NO' and say it well? When you're on the front line, representing your company's product decisions, how do you deliver negative news successfully? Is it even possible to remain friendly and personal when saying no? When you're scaling a team, how should you approach training new hires on this essential skill?