Q. Dear Help Desk Coach,
My company develops software for a specific market, and we also support that software for customers who have purchased a support option.
I never know how to turn down a customer without sounding harsh if they call with an issue but don’t have a contract for support. Just saying “No, you don’t have a support contract with us, I can’t help you” is difficult to say and I hate leaving the customer frustrated with our product.
Is there a better way of turning them down?
Ted Tech Support
People like options. Fortunately, your owner could create an option of a one-time fee for resolving a single issue on a call. This can be an option you can offer.
Rather than saying “NO” to a customer, a positive response to the customer’s request could be: Mr. Customer, I really want to resolve your issue. There are options we offer to make that happen. We can charge you a one-time fee for help with that one issue today, or we can provide unlimited support for a year with a yearly contract. Which would be best for you?
It might be best if you write it out and have a ‘cheat sheet’ in front of you for those calls, so you can respond easily and with confidence.
Help Desk Coach
© Donna Earl 2016.