Even if we cannot always give people what they are asking for or even a suitable alternative, studies show that ____ goes a long way in maintaining positive relationships. The first step is to put yourself in your reader’s ____ and try to consider the ____ of the issue on them – has it caused a loss of face/ has there been a time cost/ has there been a financial cost etc.? When you understand where they are coming from, it is easier to frame your email and try to ____ their needs and ____ with yours. However, empathy alone is not enough. We need to shift from empathy to ____ in order to respond to customer needs. The first step is to understand how the customer feels, but the action that follows is ____. One way to justify a refusal for example, is to use company ____ and guidelines. This may partially satisfy a need on the ____ side, but ultimately if the explanation is not framed ____ and in a way that provides ____ information for the reader, the email may just ____ the customer rather than ____ an issue.

Balancing Needs

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