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A customer calls in and asks you to do something that is against company policy. When you tell the customer that you can't complete their request, they say that someone else did it for them last time. What do you do? Select the best and worst response.

1. Deny the customer's request per company policy as there is nothing you can do to change it. If they continue to push for you to complete their request, transfer the call to your supervisor.
- Best
- Neutral
- Worst

2. Apologize to the customer for being unable to complete their request. Offer them different solutions that could help them solve their problem and thank them for their understanding.
- Best
- Neutral
- Worst

3. Ask the customer for details about the previous incident, and make sure you are unable to complete the request by checking in with a supervisor. Educate them on company policy and apologize for the confusion.
- Best
- Neutral
- Worst



Answer :

GinnyAnswer

Final answer:

In handling customer requests against company policy, it's best to deny the request and escalate if necessary. Apologizing and offering alternative solutions can be less effective in such situations.


Explanation:

Best Response:

  • Deny the customer's request per company policy as there is nothing you can do to change it. If they continue to push for you to complete their request, transfer the call to your supervisor.

Worst Response:

  • Apologize to the customer for being unable to complete their request. Offer them different solutions that could help them solve their problem and thank them for their understanding.

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