Communication: How To Politely Decline

Deep down, it’s in human nature to be liked and seek affirmation from others. Unfortunately, as hard as we try, sometimes we have to disagree or refuse to do something and say no to the person on the other side. This can be incredibly difficult for those people that fear backlash and want to be loved by all. Here are a few ways to politely say no, whether it’s for work such as customer service or any other everyday situation.

These work in emails, real-life conversations, over the phone, on a team chat app or any other situation where you need to decline someone’s request.

LiveAgent Ticket Feature
  • Use departments and tags for segmentation and distribution and assignment of tickets.
  • Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
  • Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
  • Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
LiveAgent
  • The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
  • After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
  • Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
LiveAgent
  • Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
  • Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
  • Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
LiveAgent Ticket Feature
  • Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
  • Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
  • With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
  • Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.

Don’t beat around the bush

If you create an elaborate answer to someone’s question just to refuse their plea, two things can happen.

One, they might think that you’re lying because of how detailed your answer is.

Two, they will find a way to talk you into saying yes by finding a loophole in your answer.

So, instead of taking ten minutes to explain why you’re saying no, make it quick and painless. It will be more honest and there’s a smaller chance of an argument happening later on.

So, instead of:

I’m sorry, but I can’t drive you to the station tomorrow because my daughter has swimming lessons and if she misses those, her chances of going to the state championship are in danger.

Simply say…

 I’m sorry but I can’t help you, I have something planned out for tomorrow.

Use the actual word

Sometimes, sugarcoating can do more harm than good. Instead of finding ways to soften the blow, go ahead and use the actual word with the person talking to you.

No, I’m afraid I can’t do that for you.

That’s not possible at the moment.

I would rather not get into that kind of situation.

In this way, the person listening will have no doubt that your answer is negative. This is the easiest solution of them all, but at the same time the riskiest because you may come off as blunt or too direct.

Say no twice if you have to

Sometimes, people will keep insisting after hearing you decline for the first time. They could think that it’s possible to change your mind or that after enough convincing, you may give in. Simply (and politely) reaffirm your negative answer.

As I said, I’m afraid I can’t help you at the moment.

As I previously mentioned, we don’t give discounts to seniors.

Forward them to someone else

One situation where people don’t have a problem hearing no is when you send them to someone else who might be of more help. That way, they won’t think of it as refusal, rather than help with getting what they really need. Of course, first, make sure that the person you’re sending them to can do the actual task.

I can’t help you at the moment since I’m not an expert on tax, but Susan from accounting can give you a hand.

While I can’t solve this problem immediately, I can connect you with someone from customer service to help you out.

Apologize first

This might seem like an odd piece of advice, especially if you objectively haven’t done anything wrong. However, saying sorry before saying no has certain benefits. First, you let the other person know that there’s bad news coming. Second, you’re showing empathy, which can soften even the hardest blows.

I’m sorry, but we had to refuse your request to move to another department.

Mirror their request

Speaking of empathy, one of the best tactics for getting away with a negative answer is to assume the same position as them. If it’s a difficult situation (or person) you’re dealing with, this can help in making your response seem not that negative. Just like the previous scenario, you’re starting off nicely before refusing.

You’re right, we did take too long when processing your request. However, I cannot help you at this time.

It’s true that we haven’t done enough for your case. However, I don’t think we can really help you out with your request.

Offer an alternative

Sure, getting no as answer won’t feel that great to the person on the other end. However, if you give them an alternative that seems equally good, they’ll probably accept the refusal a whole lot better.

I’m afraid I can’t give you a discount to a premium plan, but I can give you another month of a free trial.

This is not always a possibility, as sometimes there is no alternative option. Also, bear in mind that giving an alternative may open up more unnecessary discussion.

Get back to them

Often times, someone’s request just isn’t possible to fulfill immediately. You may not know if it’s possible, you need another person’s authorization or it could be something completely different. In these situations, tell the person that you will check and get back to them at a later point in time. Of course, do make sure to actually get back to them.

I can’t tell you where your shipment is at the moment, but I will check up on that and let you know sometime tomorrow if that works for you.

While I can’t help you out at the moment, you can check back tomorrow and see if we have any more of those shoes in stock.

Conclusion

Saying no is one of the hardest things to do, no matter the situation, person or language. These couple of tips will help you say no more easily and avoid unpleasant situations with the person on the other end.

LiveAgent Ticket Feature
  • Use departments and tags for segmentation and distribution and assignment of tickets.
  • Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
  • Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
  • Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
LiveAgent
  • The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
  • After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
  • Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
LiveAgent
  • Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
  • Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
  • Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
LiveAgent Ticket Feature
  • Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
  • Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
  • With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
  • Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.

Author BIO: Mile Živković is a content writer and work-life balance expert at Chanty – a simple and AI-powered Slack alternative. When Mile isn't busy writing epic posts on productivity, work-life balance and time management for Chanty blog, he's probably driving somewhere. His hobbies include cars (huge fan of Alfa Romeo), photography and collecting pocket knives. You can catch him on LinkedIn.

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