Your company prefers that all employees adhere to policies when responding to cu

Question

Your company prefers that all employees adhere to policies when responding to customer requests. A few months ago, you waived the policy and gave a customer an extension on her account. Until today, you have forgotten about the incident. A different customer called to request an extension. When you denied the customer’s request, citing the policy, the customer responded by saying that he knew you had wavier the policy for the other customer. How can you respond to this situation and keep both the customer and your company happy?

Explanation / Answer

In today’s dynamic business environment, the working of business organizations has also become dynamic. The companies used to make tailor make arrangements for the customer to meet their expectations.

In the present case, it reflects the dynamism of company policies. Company has waived off some policy few time back for a customer does not mean that it is a permanent policy. When the new customer is insisting on deals of waive off on old customer policy then it the duty of the employee to address his concern rationally and politely. Get the detail of the old policy and old customer in detail to the new customer. Tell him that the old policy has been discontinued few times back and not offered to any other customer thereafter. Get the customer in confidence with facts and true incidents. Further, if the situation demands than allow the senior manager to intervene. It will help and make both the customer and company happy.

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