A customer asks for something you cannot promise
A customer wants an immediate discount, refund, solution or delivery date. You understand the request, but you cannot make the decision yourself. You want to help without promising something you cannot deliver.
SPAALO editorial team · · General conversation support
Acknowledge what the customer needs, explain clearly where your authority ends and offer a specific step you can take.
Three practical actions
Summarise the exact request
Check what outcome the customer is asking for and why it matters. A request for “a solution” might mean money, time or certainty. Clarify it before passing the request to someone else.
Explain the boundary without creating false expectations
Say what you can arrange yourself and what needs approval. Do not present a request as an approval. Avoid words such as “probably” when you have no basis for that expectation.
Arrange a specific update
Put the request to the authorised person and agree a realistic time to report back. Only give a time you can keep, even if it is for a progress update rather than a final decision.
What you can say
Use words that feel natural to you and replace the details with what is happening in your situation.
I understand you want compensation. I cannot approve that myself. I can put your request and the relevant details to my manager.
I do not want to promise something I cannot deliver. What I can do now is check who can decide this and when you can expect a response.
I will contact you by noon tomorrow. If the decision is not ready then, I will explain where things stand and what happens next.
What changes with your circumstances?
You work at a desk or on the phone
Keep the response brief. Repeat the available next step if the customer keeps insisting and follow internal escalation arrangements.
You are an account manager
Distinguish a commercial proposal from a binding commitment. Obtain approval for exceptions before confirming them as an agreement.
Something was promised earlier
Check what was actually promised and by whom. Do not automatically say a colleague was wrong. Take the information to the person who can resolve it.
If the conversation is still not moving forward
If the customer repeats the same demand, calmly explain that your authority has not changed and repeat the route that remains available. If there is abuse or threatening behaviour, use the agreed boundary and safety procedure. Record the handover so the customer does not have to explain everything again.
A pitfall to avoid
Do not say “I will sort it out” when you can only submit a request. Do not use a rule as the end of the conversation either: explain what step is possible.
Make it specific to your role.
What is the customer asking for, what can you decide and which next step can you genuinely offer?
Describe it in the SPAALO app. Choose your role for practical guidance on what you can do and say. Do not include names or confidential information.
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