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Test Handling unfeasible requests

QUESTION 1: Why is it risky to flatly refuse a request in customer service?

QUESTION 2: What is the first step in the four-step procedure for declining a request without triggering a conflict?

QUESTION 3: What should the representative do after promising to try to accommodate the customer, according to the text?

QUESTION 4: According to the text, what effect does softening language and avoiding restrictive phrases have?

QUESTION 5: What is recommended instead of focusing on operational limitations?

QUESTION 6: What is the purpose of offering compensation options if the restriction is insurmountable?

QUESTION 7: What skill does the mediator gain by mastering the step-by-step approach?

QUESTION 8: According to the summary, what does offering valid alternatives after a refusal protect?

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