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1. If you have a customer that makes a request that you cannot accommodate, what do you say to them?
“Sorry, I can’t do that, it’s against our policy.”
“What I can do for you is…”
“No, that is against our policy.”
2. If your customer is upset about a situation that your colleague created, what should you say to the customer?
“I can’t believe he created this situation. Talk to him and see if he can fix it.”
“I’m sorry, that department has been having some issues lately. We’re working to get them resolved.”
“I apologize, I am here now and promise to take excellent care of you and get your challenge resolved ASAP.”
3. When someone else besides yourself in your company is responsible for creating a challenge for a customer, how should you start your response?
“Sorry, it’s not my department.”
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