Which of the following can soften the bad news when denying a customer request?
A) Making the customer feel guilty about requesting
B) Stating that such requests in the future will not be entertained
C) Stating that company policy prohibits the request
D) Offering an alternative solution to the customer's request
E) Asking the customer to read the service guidelines before sending a request in the future
Answer: D
Explanation: D) Offering an alternative solution to the request would soften the bad news and would make it likely that the customer will continue business with the company although the request was denied.
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