Customer service tip: Avoid quoting policy (even when it’s policy)

by Jeff Toister

Customers often bristle at the word “policy” because it is usually used to
tell customers they can’t do something they want to do. Artful customer
service reps sidestep any potential anger by helping customers understand the
benefits.

Here are a few options you can choose rather than stating “It’s our policy”:
* Safety. Some policies are designed with safety in mind. Explain to your
customer that you want them to be safe.
* Efficiency. Policies are sometimes put in place so you can service
customers more efficiently. Tell your customer how she will receive better
service by doing it your way.
* Fairness. A few policies are put in place to make things fair for all
customers. If this is the case, try to help your customer understand the
bigger picture.

Bonus Info: Employees sometimes quote policy when they don’t feel empowered.
Here are five reasons why:
http://www.toistersolutions.com/blog/2015/3/9/five-reasons-why-managers-dont-empower-employees)