5 Ways to Drive Customer Loyalty From Product Returns

3. Talk about what you can do instead of what you can't do. Nobody likes to hear “no.” Yet we find ourselves saying it over and over: “No, I can’t do that” or even worse, “No, I can’t, it's not our policy.” Instead of delivering a simple no, stop, take a breath and think about what you can do. When you tell a customer, “I can see why that's important to you, let me see what I can do” or “I wish I could do that, but I can do this instead … ” you make them feel important and well cared for.