Company Policy vs. Customer Service
How many times have you had a CSR (Customer Service Rep) of whatever level (since we are *all* representing our companies and providing service in some manner, right? Right.) tell you they can't do what you're asking because it goes against company policy?
What is "Company Policy" anyway? They are the ground rules every company had laid down/developed to provide a framework for building the company, a reference for employees to use for any given situation.
"No, we cannot close your account at the end of this month. Company policy requires a full 30 days notice. So, we'll close your account at the end of next month."
That's what she said, several times.
We've all heard the expression, "Rules are made to be broken." Well, no, not actually. But, as Christine Comaford pointed out at her "Rules for Renegades" weekend last summer, "Rules can be broken."
In the end, when the manager called me back after I'd happen to mention that I blog about the customer service experience, not only did she agree to close my account at the end of this month, but to also credit my credit card for the $86 for a service that was not delivered in the way it was sold and promised. Can't tell you how many times I was turned down on that one over the last 18+ months in the name of corporate policy dictated by the suits in New York!
I'd like to think it was something I said that made the difference. Simply, corporate policy should not get in the way of delivering great customer service.
Don't get scared. There's not going to be anarchy. Not everyone is going to be as insistent as I or even consider bucking the clearly published corporate policy. But, when you do have a customer or soon-to-be-former customer insisting on an exception, seriously consider making the exception. Tell them that you are making a special exception for them, that you appreciate their business. Ask them how else you may be of service to them. And, even if you're on the phone or writing an email, do it with a genuine smile on your face.
It all makes a huge difference...now and later, for your company and for you as a person. You'll enjoy your weekend that much more.
What is "Company Policy" anyway? They are the ground rules every company had laid down/developed to provide a framework for building the company, a reference for employees to use for any given situation.
"No, we cannot close your account at the end of this month. Company policy requires a full 30 days notice. So, we'll close your account at the end of next month."
That's what she said, several times.
We've all heard the expression, "Rules are made to be broken." Well, no, not actually. But, as Christine Comaford pointed out at her "Rules for Renegades" weekend last summer, "Rules can be broken."
In the end, when the manager called me back after I'd happen to mention that I blog about the customer service experience, not only did she agree to close my account at the end of this month, but to also credit my credit card for the $86 for a service that was not delivered in the way it was sold and promised. Can't tell you how many times I was turned down on that one over the last 18+ months in the name of corporate policy dictated by the suits in New York!
I'd like to think it was something I said that made the difference. Simply, corporate policy should not get in the way of delivering great customer service.
Don't get scared. There's not going to be anarchy. Not everyone is going to be as insistent as I or even consider bucking the clearly published corporate policy. But, when you do have a customer or soon-to-be-former customer insisting on an exception, seriously consider making the exception. Tell them that you are making a special exception for them, that you appreciate their business. Ask them how else you may be of service to them. And, even if you're on the phone or writing an email, do it with a genuine smile on your face.
It all makes a huge difference...now and later, for your company and for you as a person. You'll enjoy your weekend that much more.
posted by Lydia Sugarman at
Thursday, July 23, 2009
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