You are speaking with a customer who wants to cancel their subscription because of a family emergency. You told the customer that their subscription was non-refundable, but they have continued to explain their situation, giving you more detail than you would prefer to know.

What do you do? Select the best and worst response:

1. Clearly state that they made a non-refundable agreement and there is nothing that you can do. Ask if there is anything else you can do to make them happy.
- Best [ ]
- Neutral [ ]
- Worst [ ]

2. Sympathize with their situation and explain again that you cannot refund the subscription based on the deal they purchased and the agreement they made.
- Best [ ]
- Neutral [ ]
- Worst [ ]

3. Tell the customer you will check with your manager to see what you can do for them. The answer will be no, but at least it gives the customer hope that something can be done.
- Best [ ]
- Neutral [ ]
- Worst [ ]