It’s A Policy Thing (from No Problem!)

Looking Beyond Policy to Help a Customer

Policies and procedures are good and necessary parts of doing business. But they can easily become an excuse for just telling the customer what you can't do... rather than letting them know what you can do. Obviously, every situation is different. But working to find a real win-win solution - even if that means getting approval to make an exception to a policy - is one of the best ways to ensure long-term customer loyalty. To do that, always be sure to empathize with your customer. Reassure the customer that you will do everything that you can to help. Then use your best judgment to make it right.

Competencies

  • Manage Customer Experience

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Also Available as: eLearning - Signature

No Problem! Serving Others with Respect™ (eLearning)

No Problem! Serving Others with Respect™ (eLearning)

YOU (the employee) make the difference in how a customer feels, not a policy, not your manager...you! The intent of this course is to show customer service staff and employees some ways of handling difficult situations so that they can effectively respond and leave the customer with a positive, memorable impression.

Training Files (10)

TitleTypeTime/PagesLanguage
No Problem! - It’s A Policy Thing
Video with graphics and narrator
Video Vignette02:23 min EnglishDemo
Video Vignette01:48 min EnglishDemo

Additional Information

As the narrator in this scenario points out, policies and procedures are good and necessary parts of doing business. But there are three key actions an employee can demonstrate to help a customer in need.

They are:

  • Empathize
  • Reassure
  • Make it right

More From the Series: No Problem! Serving Others with Respect™


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