Which strategy is considered least effective when saying no to a customer?

Citing company policy is often viewed as the least effective strategy for saying no to a customer because it can come off as impersonal and fails to engage with the customer's specific needs or emotions. When a representative simply refers to company policy, it may seem as though they are prioritizing the organization's rules over the customer's experience. This approach can lead to frustration and a feeling of being dismissed, as it does not address the underlying issue or concern that prompted the customer's inquiry.

In contrast, providing alternative solutions demonstrates a willingness to assist the customer in finding a satisfactory outcome, which helps maintain a positive relationship even in the face of a denial. Listening to the customer's needs fosters trust and understanding, allowing for a more tailored response, while offering to follow up shows commitment to customer service and can help reinforce the relationship.