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.
Learning Paths & Details
Suggested Industry Usage
- Manage Customer Experience
Training Files (10)
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.
- Make it right