When customers need assistance, don't say you can't help, writes Michael Hess of Skooba Design. If you're not sure what you can do, tell them you will look for a way to help. "Customers love it when they see you are on their side rather than defending a company or policy, and will be much more receptive to whatever resolution you can offer," he writes. And if it's not possible to fulfill their requests, offer alternatives, he writes.

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