How to say "No" to a customer
It's safe to say that when a customer contacts support, all they want to hear is a "yes" to all their questions and requests. But that's not always possible. This is one of the most complicated situations in customer support because people, in general, take rejection seriously.
A couple of years ago at the Business of Software conference in Boston, Sarah Hatter said something that was a revelation to me:
Support Incident Categorization tips
Most helpdesk tools, ticket/incident/issue trackers and knowledge-base software offer some way of "categorizing" support requests. Here are some useful tips on creating and organizing your categories we learned over the years of building our helpdesk ticketing system: