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.
Meet Bob Backwards. He's a charter member of the Customer Service Hall of Shame. Bob failed to understand one of the most important Cardinal Rules: People BEFORE busywork. Hint: Don't be like Bob!
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
A face-to-face example of Paul Passive checking a customer into his hotel. Ouch!
Blog entry details the four possible sources for rudeness in both customer service as well as internal service situations.