Who gets which kind of service at your front counter? What if the rules interfere with great customer service? What if a new situation comes up that is not covered by The Book? And what if a new rule is causing havoc with customer relations, and you are the one who has to save the day: What is the right way to break the rules?
- Introduction: Why Personal Judgment Is Not Enough
- The Key Idea: Final Decisions Are Made By The Institution
- The Steps For Breaking Rules
- When We Break Rules, We Document And Communicate
- Will This Become A Policy Or A One-Time Choice?
- Evaluating The Decision: The Costs And The Benefits
- Who Decides?
- Improve customer service policies through front-line responses.
- Provide consistent service without favoritism.
- Capture and document problems with customer service rules.