TrainingBriefs® It’s a Policy Thing

Policies and procedures are essential for business operations, but they can sometimes be used as a way to focus on what can’t be done for the customer instead of highlighting what can be done. While every situation is unique, striving to find a win-win solution—even if it involves seeking approval for a policy exception—is key to building long-term customer loyalty. To achieve this, empathize with your customer, reassure them that you will do everything possible to assist, and use your best judgment to resolve the issue effectively.

It’s important to remember that company policies are important. They’re put in place for a reason. There might be times when dealing with customers that policies impede a successful outcome.

Ask yourself this: How important is it to leave the customer with a positive memorable impression?