Never Say I Can’t Do That or I Won’t

Many customers calling in will sometimes ask or insist on performing a task that the attending agent is not authorized to perform.

Never Say I Can’t Do That or I Won’t

In such cases, agents should never use terms like “I’m not allowed to do that”, “I can’t do that”, or “I won’t”. Instead, they should spin the conversation around to let the customer know what they can do for them.

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