"I can" or "I will"
Customers don't care about your company policies or procedures or what you can't do.
What they are interested in is what you can do. Focus on that.
Rather than saying, "We can't update passwords over the phone" try, "Your security is important to us. If you email us the new password, we'll update it right away."
Change, "We can't get there on Tuesday" to, "We can be there Wednesday morning or afternoon, which do you prefer?"
If you are doing this already, send me an example by email. I will read them.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.