Avoid telling customers No!. Use alternatives; like "I wish we could..." or "Here's what we can do...." or "That's not part of our inventory yet; however, we do offer these alternatives...." Watch this short training lesson.
Five important concepts every customer-facing team member should be aware of!
Every organization has their own unique short cuts, codes and abbreviations. It's a mistake to confuse your callers and customers with internal jargon.
When you're assisting a customer, never tell them what you can't do. Instead, explain to your customer what you CAN do for them.