How many times have you heard that as a customer? A little annoying isn't it? I can admit that in the past that I too, have brought out that ugly weapon and have used it on customers. In retrospect, I realize how much it angered customers for customer service reps to throw "company policy" in their faces.
Seth Godin had an experience that relates to this and offers this solution:
"... working as a team, write up the situation. Work WITH them, egging them on. Get all the details on this form, let them explain to you and to themselves what the problem is. Get their contact info.
When you're done, thank them for helping you (it's true, they are helping you!), then fax the form to the CEOs direct fax number."
So, before you whip out the old "company policy" script, think about how you would feel if someone else pulled it out on you.....
I have found your blog to be both interesting and informative. Thank you. I definitely have to agree with your “it’s policy” posting. I find it THE most frustrating response to a question or a concern.
As you seem pretty knowledgeable on the subject, do you know of any good acronyms in use (not copyrighted) that could help me hone my CSR's skills on a process? Thanks again and keep up the good work.
Posted by: Jim | May 4, 2006 7:09 PM | Permalink to Comment