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<p>An example would be that a customer has been on the line for more than1 hour, she has been transferred for so many departments and she still doesnt get the answer that she was looking for. You found out that the customer's concern if out of your scope and in your protocol, you need to transfer the customer to the right department, but personally, you have the knowledge and the skills to solve her problem but it will be against your protocols. What will you do? Transfer her and prolong her agony? Or take the risk, make her happy, and pray that the quality team will not calibrate this current call?</p>
I think that i should respect the protocols, by tranfering her to the right department. But i should also think about the process anomaly that cause such situations, and try to inform the process responsible to find a solution.
