Do not disagree with the customer or react to their feedback or behavior. Empathize and confirm with the customer. Do not give your personal opinion. Understand their problem from their point of view. Ask yourself once what would you do if you are there in their situation and Pay more attention to the customer’s request and acknowledge them with the words like “I do understand”, “I can feel the pain”, which will make them feel like you are concerned with their request. 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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