“I can’t do that……….”

Is talking to customers like this still going on?!?
Yes it is. Oy.
Cooperation
In this case, use ‘the language of cooperation’ solution; tell the customer what you can do, not what you can’t.

Try these:
 “Let me see what we can do to fix this.” Or, “Let me connect you with the person who can help you with this.”

Maybe you wouldn’t say either of these exactly this way, okay fine, but catch the spirit of this approach which is work to find how you can help rather than
telling them how you can’t.

"Cooperation Works!"
 

On a mission to TuneUp service.
Repeating the obvious, until it is the norm.
"I can't do that......"
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