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This is a situation where you have to say the two letter word "NO" to the customer. Though it is important to keep customer as first preference but at the same time it vital to comply with and adhere to the company rules and policies. In these situations we should say "No" in a positive manner. Instead saying you cannot do it, you can rather say what best you can do for the customer. While saying this you also touch up on your policies of the company and within that what best you can you do.
