Predloge zavrnitvenih pisem

Čeprav želi vsako podjetje vsakič ugoditi svojim strankam, ni vedno mogoče reči da na vse zahteve strank. Če sprejmemo idejo, da ima stranka vedno prav, je težje ugotoviti, kako strankam reči ne, ne da bi jih razočarali ali izgubili. Ko pa stranka zahteva nekaj, kar ni na voljo, je nerazumno ali preprosto nemogoče zagotoviti, bi se morali vsi, ki so vključeni v neposredno interakcijo s strankami, popolnoma zavedati, kako strankam reči ne na vljuden način.

Kako strankam reči ne, ne da bi izgubili posel

Kako reči ne zahtevam ali zahtevam strank, ne da bi bile stranke jezne, razočarane ali razočarane? Tukaj je nekaj osnov, ki jih morate upoštevati, ko morate strankam ali potencialnim strankam napisati zavrnilno pismo.

  • Preoblikujte ‘ne’ s pozitivnim jezikom, kar je edina komunikacija, ki jo morate uporabiti pri pisanju zavrnitvenega pisma.
  • Ohranite preprosto obliko zavrnitvenega pisma: izkažite hvaležnost, sporočite novico, povejte zakaj, ponudite pomoč, zaključite na visoki toni.
  • Uporabite izjave o empatiji, da pokažete, da razumete čustva stranke (tj. Popolnoma razumem to …, vem, kako frustrirajuće mora biti … itd.)
  • Vedno navedite namensko razlago, zakaj ne morete izpolniti zahteve stranke (tj. nekaj je v nasprotju s politiko podjetja).
  • Uveljavite svojo zavrnitev, ne da bi strankam dali lažne obljube (tj. ne obljubljajte, da boste v bližnji prihodnosti uvedli funkcijo, če tega res ne nameravate storiti).
  • Poiščite najbližjo alternativo, če je mogoče. Tudi če za stranko ne bo delovalo, bodo še vedno cenili vaš trud.
  • Prepričajte se, da stranka razume, da odgovarjate njeni zahtevi, ne njej osebno.
  • Če se stvari spremenijo, se obrnite na stranko in ji sporočite, da lahko zdaj izpolnite njeno zahtevo.

Kako stranki reči ne: 7 predlog zavrnitvenih pisem

Ne glede na to, ali gre za strah pred slabim ugledom, uničenjem vašega odnosa s stranko ali popolno izgubo njihovega posla, je lahko zavrnitev zahtev strank izziv, če tega ne veste na profesionalen način. Pravzaprav je učenje, kako reči ne, bistvena veščina, zlasti za tiste, ki delajo na položajih, obrnjenih k strankam. Spodaj je nekaj standardnih predlog zavrnitvenih pisem, ki jih lahko uporabite (in prilagodite) za interakcije s strankami.

V LiveAgentu ustvarite predlogo zavrnitvenega pisma
Shranite naše predloge zavrnitvenih pisem v svoja pripravljena sporočila, da prihranite čas

Kako reči ne zahtevi po funkciji stranke


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]

Kako stranki, ki prosi za odstranjeno funkcijo, reči ne


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]

Kako stranki, ki prosi za popust, reči ne


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]

Kako reči ne stranki, ki zahteva vračilo/vračilo/zamenjava

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]

Kako reči ne stranki, ki vas prosi, da namesto njih opravite njihovo delo

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]

Kako sestanku s stranko reči ne

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]

Kako reči ne strankin projekt

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]

Pogosto zastavljena vprašanja

Kaj je zavrnilno pismo?

Zavrnitveno pismo je uradno pismo, s katerim se prosilca obvesti, da ne bo zaposlen.

Kaj pravite v pismu o zavrnitvi?

Pismo mora na kratko povzeti glavni razlog, zakaj prosilca ni bilo treba zaposliti. Pismo se mora končati z zahvalo. Poleg tega je treba pismo o zavrnitvi poslati v enem tednu po razgovoru.

Kako napisati dobro zavrnilno pismo?

Pismo naj bo naslovljeno na vlagatelja in napisano v tretji osebi. Biti mora strokovno, vljudno in kratko.

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{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Kaj je zavrnilno pismo?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Zavrnitveno pismo je uradno pismo, s katerim se prosilca obvesti, da ne bo zaposlen.” } }, { “@type”: “Question”, “name”: “Kaj pravite v zavrnilnem pismu?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Pismo mora na kratko povzeti glavni razlog, zakaj prosilca ni bilo treba zaposliti. Pismo se mora končati z zahvalo. Poleg tega je treba pismo o zavrnitvi poslati v enem tednu po razgovoru.” } }, { “@type”: “Question”, “name”: “Kako napisati dobro zavrnilno pismo?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Pismo naj bo naslovljeno na vlagatelja in napisano v tretji osebi. Biti mora strokovno, vljudno in kratko.” } }] }
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