Final answer:
The phrase "Saying no in a yes way" in customer service means declining a request while keeping communications positive and offering alternatives, ensuring the customer feels heard and valued.
Step-by-step explanation:
The phrase "Saying no in a yes way" in the context of customer service refers to the art of declining a customer's request or suggesting an alternative while maintaining a positive and helpful tone. This approach is essential in customer service because it ensures that, even when customers may not receive exactly what they want, they still feel valued and that their concerns are being addressed. Rather than bluntly denying a request, a representative can explain the situation, offer alternatives, or empathize with the customer to mitigate disappointment and maintain a cooperative relationship.