This can be one of the more difficult situations to handle when dealing with customers, but there are a few things you can do to make this task a little easier.
Instructions
1. Communicating an approval/decline to your customer is very important in maintaining your overall relationship with your client.
2. Look for ways to turn the "bad news" of a decline into "good news". Seek to identify alternative solutions or provide suggestions to address their needs.
3. When handling a decline situation, it is not uncommon for the conversation to become difficult. Try to Paraphrase and repeat the customers tone and content, such as "I understand your disappointment. I know that this loan is important to you".
4. Empathize and demonstrate your understanding, "I understand that you are dissapointed. Let's talk about some alternatives that you may be able to pursue."
5. Take ownership and demonstrate personal responsibility by saying what you will do to solve the problem.
