arily.

Yes, they may tell their friends about your fabulous return policy. But think about this: What happened when that complaining customer got what she wanted? She was happy. What do happy customers do? Tell others about their experience.

What

What if your customer service policy says one thing and your management says another? Recently a friend in the retail business told me of a number of cases when a customer would ask for something that was specifically against the policy of the store, for example, their money back after the 90 day deadline, etc. In every case, after the Customer Service rep said no, the customer complained to the Store Manager, who immediately overrode the policy and gave the customer what they wanted.

What you need to do is COORDINATE YOUR POLICIES. Overriding the very rules you put in place only makes your front line staff look bad. Either change the rules or stop changing them every time someone whines loud enough.

Now, I have no problem making the customer happy, but why have a policy you don't enforce? Would it not be better to drop the rules (since you don't enforce them anyway), and adopt a "make every customer happy" policy?

"But Rob," you say, "then everyone would take advantage of us!"

Not necessarily.

Yes, they may tell their friends about your fabulous return policy. But think about this: What happened when that complaining customer got what she wanted? She was happy. What do happy customers do? Tell others about their experience.

What

mple, their money back after the 90 day deadline, etc. In every case, after the Customer Service rep said no, the customer complained to the Store Manager, who immediately overrode the policy and gave the customer what they wanted.

What you need to do is COORDINATE YOUR POLICIES. Overriding the very rules you put in place only makes your front line staff look bad. Either change the rules or stop changing them every time someone whines loud enough.

Now, I have no problem making the customer happy, but why have a policy you don't enforce? Would it not be better to drop the rules (since you don't enforce them anyway), and adopt a "make every customer happy" policy?

"But Rob," you say, "then everyone would take advantage of us!"

Not necessarily.

Yes, they may tell their friends about your fabulous return policy. But think about this: What happened when that complaining customer got what she wanted? She was happy. What do happy customers do? Tell others about their experience.

What

s COORDINATE YOUR POLICIES. Overriding the very rules you put in place only makes your front line staff look bad. Either change the rules or stop changing them every time someone whines loud enough.

Now, I have no problem making the customer happy, but why have a policy you don't enforce? Would it not be better to drop the rules (since you don't enforce them anyway), and adopt a "make every customer happy" policy?

"But Rob," you say, "then everyone would take advantage of us!"

Not necessarily.

Yes, they may tell their friends about your fabulous return policy. But think about this: What happened when that complaining customer got what she wanted? She was happy. What do happy customers do? Tell others about their experience.

What

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.articledump.net/article/14321/articledump-Your-Management-Policy--Does-It-Match-Your-Service-Policy.html">Your Management Policy - Does It Match Your Service Policy?</a>

BB link (for phorums):
[url=http://www.articledump.net/article/14321/articledump-Your-Management-Policy--Does-It-Match-Your-Service-Policy.html]Your Management Policy - Does It Match Your Service Policy?[/url]

Related Articles:

Accomplish 20 Times as Much by Avoiding Bad Assumptions That Misdirect Your Efforts

Organizations are hobbled by beliefs that have always rested on faulty evidence. This essay aims to help you identify and check the critical assumptions your organization is relying on.

Domestic High-Risk Merchant Accounts

Having a domestic merchant account can be really helpful when you are running an online business. There are a number of advantages in having a domestic merchant account. Since both you and your merchant account provider are located in the same country, negotiations will be easier and faster unlike if both of you are in different countries. Aside from this advantage, learning more about the affairs of your lenders is easy. Conducting deals with your banks is also more convenient since you can contact them right away and talk with a representative. This will not be possible if you have dealings with foreign banks. The language barrier and difference in banking policies can be huge obstacle in making deals. Also, the monthly fees for your domestic merchant accounts are easier to understand since they are presented in your local currency. Since you and your merchant account provider are in the same political jurisdiction, you will both be compelled by the same laws and restrictions when making transactions. This will make it easy for you and your merchant account provider to manage your dealings.

Know Your Career Goals

Do you really know your career goals? As soon as you know them you can start your career planning. you have to do a value assessment, make a list of your skills and find out which career options that fit you.

Bookmark it: