It's a Policy Thing
DISCONTINUED

It's a Policy Thing

Finding a Win-Win for Customers and Upholding Policy

Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.


This training program has been discontinued. We suggest you take a look at the following program:

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

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.

Type: Video Vignettes

More From the Series: Glad I Could Help: Real Customer Service Situations for Discussion™


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