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Policies and procedures are very essential for any business success. Breaking the rules to please customers must be not acceptable to any business.. the employee must respect the codes and regulations of the employer and apply it respectfully and politely when dealing with the customers. The employee must be smart enough to deal with the customer and reflect her/his beliefs by utilizing good service to the customer. If this has done by dealing, none of the upcoming situation force the employee to break any rule to please the customer. There will be no exceptions in the horizon.
Rules are set to maintain an uniformity and professionalism. Our primary focus is to service the customer however we focused only on company satisfaction. There are situations in which an agent can understand but the system don't. If the problem is against company reputation and business, as a front line customer professional we need to act. This act may against the specified rules. Most of the time going for an extra mile without sacrificing company's reputation is accepted.
Ideally, as a customer service executive you should adhere to the guidelines laid by your company all the times, however if there is an error from the company's end that has displeased the customer, you can inform the customer you're making these amendments into your guideline as a one time exception. So, informing the customer that its a one time exception is important, which will help you set correct expectation in future.
in general, you can not break the rules
pleasing the customer could be between you and him but not on the company's expense
and this is if his business with the company worth to please him, and at the same time without going beyond the general rules
unless that customer is a hospital customer and he/she is in an emergency condition and you have then to break the rules to save his life
we should note that CSR is the pain reliever of the customer by using curtsy, has strong negotiation and
convincing skills and if these skills applied you would not need to please him more than you should and you would not need to break the rules
No situation counts as an exception to break the rules or bend the policy of the company; however, I can go an extra mile in reinvestigating the customer's case and what can be done to reach the customer's satisfaction or discuss with higher management if there's a possibility of Goodwill for the customer.
I should comply with the instructions laid by the company and offer any help to the customer that I am entitled to do. However, in some situations an employee can break the rules if don't break the company's reputation. for example; a customer service agent in the airport for first class passengers may provide support for economy class passengers, also as a customer service agent for male section I may provide support and help for females if they have problems so that will not break the company reputation
As a CSR, it is important to please any customer, but breaking rules and regulations set by the organization you're working for is not something to vote for. A CSR should always keep close to the policy and rules of the company or whatsoever. With in those provided limit a CSR should try to compensate and give as much relief as possible to the customer.
if i had to please a customer , i'll do all my skills to do that and make him happy
Customer service is more than waiting on customers. It includes trying your best to make sure that the customer is satisfied.
well i believe that if your job asks you to serve the customer in the best possible way then there are no rules regulations but you should make sure that your actions shouldn't go against the company's rules and regulations. Customer is everything and customer satisfaction is like a back bone in your business. without a customer not a single business can go longer miles. But if your Customers are really satisfied with your service all the time when they do business with you then no need to worry about any exceptions.
