Customer Service Rules vs. Guidelines
By Shep Hyken, an EO St. Louis member and Chief Amazement Officer at Shepard Presentations
Two words that can drive me crazy are “company policy.” Policies are often used as unbendable rules that are not conducive to customer service and creating a customer-focused company atmosphere. Let me share a story with you to illustrate the point. It is filled with lessons about customer service, and I’m willing to bet that you have experienced a similar situation.