Video Vignettes ID: 2989

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.

Create Free Account Sign In
EnglishSpanish (NA)Portuguese (Brazilian)FrenchGerman
No Problem! - It’s A Policy Thing2 min
Video Vignette

No Problem! - It’s A Policy Thing

Video with graphics and narrator
CC HD 1080
No Problem! - It’s A Policy Thing2 min
Video Vignette

No Problem! - It’s A Policy Thing

Video without narrator
CC HD 1080

USB Key (3-Year License) $1,595.00

Secure USB must be seated in computer in order to run. Content can't be copied or downloaded. Video will not stream on networks. License fee allows access to content for three years. Associated discussion/workshop materials will be delivered digitally.

USB Keys: 

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™

Related Programs & Training Ideas

Categories & Details

Also Available as

No Problem! Serving Others with Respect™ (eLearning)
Signature Course
No Problem! Serving Others with Respect™ (eLearning)

Topics

Competencies

  • Manage Customer Experience

Share This Page