When the customer is complaining about a policy, what is the best way to handle this objection?

Thanks for invitation. 

First of all, you should listen to the customer with enthusiasm so that the customer can feel that you are giving his opinion importance. If you think his complaint has a strong foundation and potentiality to improve your processes, you must escalate it to higher management for further consideration and then you should inform him you have escalated it through proper channel and try to convey him that respective department will communicate him.

In any way, an ideal organization must have a transparent and effective complaint management department. 

It depends on the interaction. If I had a Lamborghini(I sadly don't :( ) and the paint was pealing and the engine refused to start, over a3 -6 month period things kept breaking  - I would hope the policy would be to replace the car - but it might be to fix it. the policy might be to never replace the car regardless of fault ! I would hope I knew this before I bought it.

Or if you order a meal and it is not to your satifaction it might  be to replace the meal, no refund. 

The key is to try and make the cusotmer aware of the policy prior to the interation of the sale - or at least know that you are acting as required by law in the situation.

At the end of the day, you want the customer to return , again and again. 

So the best way is to listen and to work within the authority you have to satify the customer in the best way possible. 

we must can-wash them and clear  

Difficult clients are part of business, but a few tips may help turn the headache into profit:

1. Choose your words carefully

2. Add FroMLE to the end of ignorant statements.

3. Be very specific, use measurables.

4. Acknowledge, but don’t agree.

5. Pin down the outcome.

6. Use visual reminders and document it.

7. Recognize a real personality conflict.

• • Listen carefully to what the customer has to say, and let them finish. Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.

  • Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.

  • Put yourself in their shoes. As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.

  • Apologize without blaming.When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”

  • Ask the customer, "What would be an acceptable solution to you?"Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.

  • Solve the problem, or find someone who can solve it— quickly!Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.

There is no getting around customer complaints, regardless of your industry. However, by employing these steps and taking the time to review the issue with the customer, you can turn challenges into something constructive.