In a service interaction when most customers hear “no,” or "I can't," they do a number of things and all are pretty bad outcomes for the company they are doing business with. Because of this, it only makes sense that you would want your people to avoid using these negative phases whenever possible. Instead, work with your team on new ways to tell the customer "No" or "I can't." Remembering, there are always ways to positively spin these statements, which will leave the customer feeling good, as well as feeling taken care of in a positive way. Here is a quick formula to follow: 

1. Always use positive language.
2. Find the closest or best solution.
   
3. Use details that the customer can understand.

You can't always say yes to every customer. Learning how to say no, is a very important skill in customer service and in building customer relationships. This skill takes practice and control. Suggesting alternative solutions is key to defusing any negative feelings.