When dealing with customer service, sometimes you can’t always stick to company policy in extremely exceptional cases. If your company has a strict no refund policy, sometimes you have to break the rules especially when there is a very emotional customer. At times when your company may be strapped for cash, you’ll have to consider if the customer complaint is valid and try to keep your company’s reputation high by honoring that request even if your company takes is a hit.
- If a refund is given, despite the rules, a sale may be lost today, but the possibility of gaining future sales.
- If the strict rule of no refund is held, the negative results would affect future sales.
- Exceptional service lies in the exception because there are no concrete rules procedures, or manuals to cover every unique situation.
“How one treats with the exceptions are tests of the values that underlie the service philosophy, systems and procedures.”