1.  “That’s our policy.”  

This is an incredibly self-destructive phrase when an employee is done talking and wants the customer to stop bothering him or her.  Many customers equate this to “Buzz off!”, and will never buy from you again.  Even worse, they’ll tell at least 25 people about it.

2.  “There’s nothing I can do.”  

Rarely is this the case.  There’s always something else you can do to help, even if it’s a total refund.  Reward your employees for finding creative and suitable results.

3.  “That’s the manufacturers’ responsibility.”  

Cop out!  You took the money, you should resolve the issue.