拒绝信件模板

每一家企业都希望每次都能满足客户的要求,但不可能对所有客户的要求都说“好的”。接受客户永远是对的这一观点,会让您更难弄清楚如何在不让客户失望或失去他们的情况下对他们说不。然而,当客户要求的东西无法提供时,或者要求不合理,亦或者没有能力提供时,每个参与直接与客户互动的人都应该清楚地知道如何礼貌地对客户说不。

如何在不丢掉生意的情况下对客户说不

如何对客户的要求说“不”,而且不让客户生气、沮丧或失望?当您要给您的客户或潜在客户写一封拒绝信的时候,这里有一些基本的要素您要记住。

  • 用积极的语言重新定义“不”,这是您写拒绝信时唯一应该使用的沟通方式。
  • 保持简单的拒绝信格式:表达感激、告知消息、说明原因、提供帮助、以高潮来结尾。
  • 用感统深受的话来表示您理解客户的感受(例如:我完全理解…,我知道这有多让人沮丧…等等。)
  • 总是要给出一个专门的解释,说明您为什么不能满足客户的要求(比如,违反公司政策)。
  • 在不向客户做出虚假承诺的情况下坚持您的拒绝(比如,如果您并没有真正打算这么做,就不要承诺会在不久的将来实现某个功能)。
  • 如果有可能的话,找到最接近的替代方案。哪怕这对客户没有用,他们仍然会感激您的努力。
  • 确保客户理解您是在拒绝他们的要求,而不是对他们个人说不。
  • 如果情况发生了改变,请追踪客户,让他们知道您现在可以满足他们的要求了。

如何对客户说“不”:7个拒绝信件模板

如果您不知道如何以一种专业的方式来拒绝客户的要求,那么拒绝客户的要求可能是一种挑战,不管这是出于对坏名声的恐惧,还是会破坏您与客户的关系,或者是完全失去他们的业务。事实上,学习如何说不是一项重要的技能,尤其是对于那些在面对客户的岗位上工作的人而言。下面是一些标准的拒绝信件模板,您可以使用(并且个性化)在您的客户互动中。

在LiveAgent中创建拒绝信件模板
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如何拒绝客户的功能请求


Hi [NAME],
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!
Best,
[YOUR SIGNATURE]

如何对客户要求删除的功能说“不”


Hi [NAME],
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,
[YOUR SIGNATURE]

如何拒绝要求打折的客户


Hi [NAME],
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.
Best,
[YOUR SIGNATURE]

如何对要求退款/退货/换货的客户说“不”

Dear [NAME],
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.
Regards,
[YOUR SIGNATURE]

如何拒绝客户要求您做他们的工作

Hi [NAME],
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.
Regards,
[YOUR SIGNATURE]

如何拒绝与客户的会面

Hi [NAME],
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,
[YOUR SIGNATURE]

如何拒绝客户的项目

Hi [NAME],
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.
Best regards,
[YOUR SIGNATURE]

常见问题

什么是拒绝信件?

拒绝信是一封正式的信件,告知申请人他/她不会被采纳。

您在拒绝信里要说什么?

信中应简短总结不采纳申请人的主要原因。信的结尾应该有一段感谢的话语。此外,拒绝信应该在会谈后的一周内寄出。

如何写一封好的拒绝信?

应该以第三人称书写,收件人为申请人。并且应该是专业的、礼貌的、简短的。

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