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How would you handle a situation where a customer has asked for some service or product that is in violation of the company’s policies and is against the better interests of the company?
If the customer has a valid point for what he/she is asking for and its against the policy then this point should be raised to higher management to decide if the policy needs to be amended or if this is a special case that needs to be handled separately, in all cases the customer should feel that you empathy with his/her case and that you will further investigate his inquiry and try your best to solve it.If not you can offer some kind of compensation that does not conflict with policies or interest of the company
