WEBVTT

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This is Geoff.
How can I help you?

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Uh, yes. Hi.
This is Tina Chandon.

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Uh, I'm at 9423 Northwest
Beechwood in Clive, Illinois.

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I'm here at work

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and I have a little problem that
I'm hoping you can help with.

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What seems to be
the problem, Ms. Chandon?

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My purse was stolen yesterday

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and I had a bunch of bills inside that
I was getting ready to pay -

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along with my credit card, of course.

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And I remember that yours was one of
them and that it's due this Thursday.

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Okay...

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Well, I've never been late
with a payment before.

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And I just wanted to get
a little help and make sure

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that I didn't get any late charges
tacked on or anything like that.

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I see.

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Well... according to the bank, I should
be getting a new credit card

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in just a few days...

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I mean, I had the car
locked and everything.

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It wasn't my fault.

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I'm sorry to hear that,

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but according to our policy,

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a payment is required to avoid
the late fee by this Thursday.

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Well,

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I just told you my purse was stolen.

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Remember?

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Policies and procedures are good
and necessary parts of doing business.

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But they can easily become an excuse

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for just telling the customer
what you can't do...

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rather than letting them
know what you can do.

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Obviously, every situation is different.

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But working to find
a real win-win solution -

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even if that means getting approval
to make an exception to a policy -

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is one of the best ways to ensure
long-term customer loyalty.

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To do that,

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always be sure to empathize
with your customer.

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Reassure the customer that you will
do everything that you can to help.

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Then use your best
judgment to make it right.

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I can appreciate how
upset you must be.

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Please know that I'll do
everything that I can to help.

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I'd appreciate that.

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Well, our policy would normally require
a payment by this Thursday.

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I can see, Ms. Chandon,

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that you've always
paid your bill on time.

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Now, if you can just hold
on for just a minute

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I can see if I can get approval
to waive that late charge.

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Would that be all right?

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That would be great. Thanks.

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No problem!

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This will just take a minute.

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Nоw, if we happen to get cut off,

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what's a good number
I can call you back on?