Customer Experience Tip #1037

Whenever you tell a customer, “The computer won’t let me.” or “It’s against our policy.” or you simply jump to the “No,” what that customer hears and feels you saying is that, “It’s impossible” — and that’s just ridiculous. We’ve never lived in a time when as much IS possible. Find a way around the computer challenge or just override it. Follow the spirit of your company’s values, rather than the letter of the law when it comes to policy. And instead of jumping to that “No,” find a creative can-do solution-oriented way to say YES!

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