Don't tell them what you can't do. Tell them what you can.

Solution-oriented service means approaching every call with the mindset that there is always something you can do to help — even if it's not exactly what the customer first asked for.

Problem mindset

·"I can't do that."
·"That's not possible."
·"That's not our policy."
·"You'll have to…"

Solution mindset

·"Here's what I can do."
·"What I'm going to arrange for you is…"
·"The best option in this situation is…"