Sometimes if the issue is not incurred purview, it good to refuse rather than committing and ending ups doing nothing. This will be a waste of time to the customer as well as the business. It will not leave a good impression with the customer as well the business organization. The support staff should be trained properly to say no, deny or to refuse. Do a dedicated and patient explanation that why you couldn’t proceed with their request and ask them to be in your shoes. You can provide the alternative next step they can follow to meet up with their request instead just saying no and end up the conversation.
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