Let the customer fully express their concerns. Show that you understand their frustrations, making them feel acknowledged and valued. Be upfront about why certain limitations exist, whether due to company policy, technical reasons, or other constraints. Avoid technical language, and aim for a simple, direct explanation. Keep the conversation constructive by focusing on how you’re committed to helping them within the limits. If needed, escalate the issue to someone who can provide further clarity or solutions.

Procuro mensurar qual a necessidade e o grau dela. Procuro também saber se pode ter havido alguma falha de entendimento anterior ou má-explica??o do que é ou n?o de direito. Dito isso, divido entre situa??es onde s?o possíveis de se abrir uma exce??o, e situa??es inviáveis. é importante se embasar em algum código/guia dos servi?os oferecidos em determinado plano do cliente. Explicar caso n?o seja de direito o motivo de forma clara, lembrando que nesse cenário n?o houve erros de comunica??o anteriores, pode ser direcionado inclusive ao cliente, caso haja, outros planos que contenham o servi?o que o cliente necessita

Being forward and transparent about limitations and the reasons behind them, showing empathy to the customer and understanding that the customer is a human. These can help the customer and yourself to keep piece of mind, regardless situation.

Listening- full ears to the customers to let them feel that sentiments is being acknowledged and valued. Acknowledging- acknowledge customers and explain that their are some limitations which company policies should be followed. Solving - Resolved and advise alternatives to the concern customers.

Firstly, be an active listener. Try to put yourself in customers' shoes and express the way you feel to them. Once you are connected to their problems, its easy for you to understand and explain them. Tell them what best you could do and how you could resolve this by going out of the box. Make the customer feel heard and understood. This will make difference for you and the customer both.