RULE NUMBER 8
Handle difficult situations sensitively.

How do you deliver that difficult message?

Knowing how to say "no" calmly and properly is often key to dealing with an upset customer.

• Have empathy
• Be honest
• State the reasons why the request is denied
• State what you can do
• Apologize/acknowledge that it might be difficult
• Be proactive as much as you can -- in other words, address it even before it is an issue