An important customer support lesson I ever discovered was on an easel pad in Randy Petersen’s workplace (“The Home of Miles” which was positioned on Frequent Flyer Level in Colorado Springs) the primary time I visited: “Do not ever say no. What I can do for you is…”
In different phrases, it isn’t sufficient simply to hearken to what a buyer asks for and inform them whether or not it is allowed. You will need to handle their downside. You may’t at all times give them what they need, however if you happen to perceive their wants you may provide a resolution that is the perfect obtainable given constraints.