If you cannot meet a customer's request, what is best practice?

• A. Refuse without explanation
• B. End the conversation
• C. Offer alternatives, explain constraints, and document the discussion
• D. Suggest the customer contact another department

Answer: (C)

When you can’t meet a customer’s request, the best approach is to be transparent and proactive: offer feasible alternatives, explain the constraints you’re working within, and document the discussion. This shows you’re still trying to help and gives the customer a clear path forward, even if the exact request can’t be fulfilled. Explaining constraints helps set realistic expectations and reduces future misunderstandings because the customer understands why something isn’t possible—whether it’s policy, technical limits, or timing. Documenting the conversation creates a record for accountability and helps ensure follow-up steps are clear.

Refusing without explanation leaves the customer confused and undermines trust. Ending the conversation without a path forward leaves the issue unresolved, which can escalate frustration. Simply suggesting another department can be appropriate in some cases, but it doesn’t guarantee resolution and may feel like a lack of ownership if there isn’t a proper handoff or context.