As a Customer Relations Specialist, Kendra must deny a customer's request for a cash refund. In her message to the customer, Kendra should include a statement such as I f you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.

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Including such a statement can come across as confrontational and blame the customer, which is not conducive to maintaining a positive relationship. It's better to politely explain the policy and offer alternatives if possible.

As a Customer Relations Specialist, Kendra Must Deny a Customer's