There will be situations when a customer asked for a product or service you don’t offer, or the item is out of stock indefinitely, or the customer made an unreasonable demand, or perhaps the customer asked you to do something unethical. For these cases, you need to say “no” to them. Instead of using the word, these are the approach which will make the relationship stronger with the customer and the organization. Keep a friendly facial expression and act with confidence and maintain your positive attitude by focusing on what you can do rather than on what you can’t do. Use phrases of regret, such as, “I’m sorry”, “I wish I could help” etc. This eases the pain due to the rejection of their request.
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