As much as every business wants to please their customers each and every time, it’s not always possible to say yes to all customer requests. Embracing the idea that the customer is always right makes it harder to figure out how to say no to customers without disappointing or losing them. However, when a customer demands something that is not available, unreasonable or simply impossible to provide, everyone involved in direct interactions with customers should be perfectly aware of how to say no to customers in a polite way.
How to Say No Gracefully to Customers Without Losing Their Business
How to say no to customer requests or demands without making customers angry, frustrated or disappointed? Here are some basics to keep in mind whenever you have to write a rejection letter to your customers or prospects.
How to Say No to a Customer: 7 Rejection Letter Template Examples
Whether it’s a fear of a bad reputation, ruining your relationship with a customer or completely losing their business, rejecting customer requests can be challenging, if you don’t know how to do it in a professional way. In fact, learning how to say no is an essential skill, especially for those working on customer-facing positions. Below are some standard rejection letter samples you can use (and personalize) for your customer interactions.
Thank you for emailing and bringing this feature to our attention. I could definitely understand how our customers would benefit from it.
Right now, we don’t have anything like that in place, however, we’ve actually heard that request quite a lot, so we’ll possibly implement it very soon. I’ll talk to our development team and find out if that could be added to a future release.
In the meantime, please let me know if there’s anything else that we can help you with and have a great rest of the week!
Thanks for reaching out. This feature was removed from our product because it was slowing down the app loading time for most of our customers, including those who never used it. So we are not likely to bring it back any time soon.
I totally understand that it must be frustrating for you to lose a feature you relied on. But if needed, I could recommend you an alternative tool that has it. Regards,
Thank you for choosing [COMPANY NAME]. We’re happy that you’ve decided to buy our product and we can’t wait to have you on board!
Regarding your discount request, unfortunately, we won’t be able to offer you a discount at the moment. We believe that our service offers more value for your money and besides, it would be unfair to our other customers if we make an exception.However, we do run promotions sometimes, you can find them on our website at [LINK], or you can subscribe to our monthly newsletter to be up-to-date with our future offerings.
Please let me know if you would like me to add your email to our mailing list.
Unfortunately, I’m unable to process your refund/ return/ exchange request because the product has been damaged after the delivery.
I understand this is not the message you wanted to hear and it must be disappointing given that you didn’t get to use it much.
We do accept this damage was most likely caused unintentionally, so as a gesture of goodwill we’d be happy to provide you with a 20% discount off your future purchase. Simply use this code: [NAME] to redeem it.
If you have any questions, please let me know. I will always do whatever I can to assist you.
I have attached a short instruction that will walk you through the process of doing X. You can easily get this ready in less than no time.
In case you do face any difficulties, please don’t hesitate to reach me. We can get on a call and I will guide you step by step.
I’m so glad you’re interested in cooperating with our company on your new project.
As much as I’d love to meet to personally, I’m unfortunately unavailable to travel this week due to existing commitments and can’t give you the time you deserve to discuss this further.
However, I’m happy to start the conversation now via email if that works for you?
[DETAILS YOU PLANNED ON DISCUSSING]
Would love to hear your thoughts on this. And if you’d prefer to discuss in person, I’m available [DATES] and would be happy to talk more about it then.
Thanks for understanding,
Thanks a lot for sending us the details of [PROJECT NAME], it really sounds like a great opportunity!
However, after reading through the proposal and having a discussion with my team, we’ve decided that unfortunately we won’t be able to take on this project.
Though we’d love to move forward with this, at this moment we simply don’t have enough resources that this project deserves.
Should things change in the nearest future, I will definitely be in tough and let you know.
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