The stuff in the picture is corny, isn’t it? Throw together the right set of tiles and you can win at the customer service game! The customer service equation is easy to solve! The customer is always right!
Well, no, to all of those things including the one about the customer always being right. You’re allowed to say “no” to customers, just as long as you’re willing to see them become ex-customers. You’re even allowed to say no to the customers you want to keep if you say it politely, firmly, and are willing to discuss the issues you’re saying no about in terms that matter to the customer.