Ian Haseltine

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Julie, I work with my phone staff all the time on this. Simply rejecting a client's request is the worst thing that can be done in the world of customer service. I love the "Let me see what I can do for you" approach. This topic always reminds me of the Capitol One David Spade commercial. In that commercial the "other company" trains their representatives to always say "NO!" The concept seems simple...but practicing it is the only way to perform it.