Issues with customers
Page 1 of 1 [ 12 posts ]
19 May 2013, 4:20 pm
So today I was at work and my manager wanted to speak to me.
She noted some of our customers who have been with us a while have made a joint complaint about my attitude towards them, these customers are known to be very difficult to work with and are very critical of all staff they have to liaise with, this is something I was aware of since a few days ago because they noted to me directly they would make a formal complaint (well one of them did anyway, and when I tried to explore this with the person they refused to talk to me).
My manager said she told them my current situation which is she never received a complaint about me before, she noted they felt I was abrupt or rude in conversation but did not say how I was abrupt or rude to them; one customer apparently felt I had to make a point about denying access to certain items because of our policy but I was simply following protocol, fortunately my manager observed this incident and noted I did the correct thing, my manager told them I would talk to them at some point to explore the matter further if required.
The thing that annoys me most is these people did not approach me about their concerns but rather brought the matter forward to someone more senior than myself in what appears to be an attempt to get me into trouble, and even with the individual who noted to me their intent they still denied to explore it with me when offered to do so. I don't feel I should have to strike a conversation with any of them because they could not be bothered to do so with me, if this was such an issue why didn't they ask directly instead of hiding behind other people?
I am wondering how I should approach this with them, seeing as I have been asked to do so, should I just submit to being wrong and make apologies on all accounts... or stand my ground and challenge the issues raised by them, and if so how?
I believe this to be a social problem because it is related to my social skill and engagement with people as opposed to maintaining or finding a Job.
_________________
-SF
19 May 2013, 5:20 pm
make a general apology - "i'm sorry you were offended". let them talk. agree where you can. be the kind of person they won't be afraid of coming to next time so perhaps you can avoid another complaint to your boss. don't get caught up in explaining yourself. don't apologize for being yourself or for following company policy.
19 May 2013, 5:23 pm
G4m3r5h4n3 wrote:
So today I was at work and my manager wanted to speak to me.
She noted some of our customers who have been with us a while have made a joint complaint about my attitude towards them, these customers are known to be very difficult to work with and are very critical of all staff they have to liaise with, this is something I was aware of since a few days ago because they noted to me directly they would make a formal complaint (well one of them did anyway, and when I tried to explore this with the person they refused to talk to me).
She noted some of our customers who have been with us a while have made a joint complaint about my attitude towards them, these customers are known to be very difficult to work with and are very critical of all staff they have to liaise with, this is something I was aware of since a few days ago because they noted to me directly they would make a formal complaint (well one of them did anyway, and when I tried to explore this with the person they refused to talk to me).
This does'nt sound it's unusual. It's bad customers who are trying to throw their weight around. Am I reading that correctly?
BTW, why is this in "social skills" and not "work"?
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19 May 2013, 5:36 pm
G4m3r5h4n3 wrote:
...she noted they felt I was abrupt or rude in conversation but did not say how I was abrupt or rude to them; one customer apparently felt I had to make a point about denying access to certain items because of our policy but I was simply following protocol,
Sometimes it's not what you say, but how you say it. If you start reciting policy to people they can get annoyed.
Quote:
I am wondering how I should approach this with them, seeing as I have been asked to do so, should I just submit to being wrong and make apologies on all accounts... or stand my ground and challenge the issues raised by them, and if so how?
Apologize apologize apologize.
Quote:
I believe this to be a social problem because it is related to my social skill and engagement with people as opposed to maintaining or finding a Job.
I think so too. Some customers can be very demanding about wanting that "connection" with a clerk. I find it degrading, but I do it anyway.
22 May 2013, 9:09 pm
Quote:
if this was such an issue why didn't they ask directly instead of hiding behind other people?
I'm not gonna guess at your particular situation, but when I have an issue with someone, I much prefer to tell someone else who can then talk to the person. For instance, I was in a school in mid 20's, and in one class I had a teacher who would make mild sexist remarks. I told another teacher exactly what he said and how he said it and she promised to look into it. I have no idea how it turned out because I was transferred to another class I'd rather go to, so I didn't see him after a few weeks into the school year.
in certain settings I'd much rather have someone else deal with it for me.
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Tyri0n
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23 May 2013, 2:21 am
G4m3r5h4n3 wrote:
So today I was at work and my manager wanted to speak to me.
She noted some of our customers who have been with us a while have made a joint complaint about my attitude towards them, these customers are known to be very difficult to work with and are very critical of all staff they have to liaise with, this is something I was aware of since a few days ago because they noted to me directly they would make a formal complaint (well one of them did anyway, and when I tried to explore this with the person they refused to talk to me).
My manager said she told them my current situation which is she never received a complaint about me before, she noted they felt I was abrupt or rude in conversation but did not say how I was abrupt or rude to them; one customer apparently felt I had to make a point about denying access to certain items because of our policy but I was simply following protocol, fortunately my manager observed this incident and noted I did the correct thing, my manager told them I would talk to them at some point to explore the matter further if required.
The thing that annoys me most is these people did not approach me about their concerns but rather brought the matter forward to someone more senior than myself in what appears to be an attempt to get me into trouble, and even with the individual who noted to me their intent they still denied to explore it with me when offered to do so. I don't feel I should have to strike a conversation with any of them because they could not be bothered to do so with me, if this was such an issue why didn't they ask directly instead of hiding behind other people?
I am wondering how I should approach this with them, seeing as I have been asked to do so, should I just submit to being wrong and make apologies on all accounts... or stand my ground and challenge the issues raised by them, and if so how?
I believe this to be a social problem because it is related to my social skill and engagement with people as opposed to maintaining or finding a Job.
She noted some of our customers who have been with us a while have made a joint complaint about my attitude towards them, these customers are known to be very difficult to work with and are very critical of all staff they have to liaise with, this is something I was aware of since a few days ago because they noted to me directly they would make a formal complaint (well one of them did anyway, and when I tried to explore this with the person they refused to talk to me).
My manager said she told them my current situation which is she never received a complaint about me before, she noted they felt I was abrupt or rude in conversation but did not say how I was abrupt or rude to them; one customer apparently felt I had to make a point about denying access to certain items because of our policy but I was simply following protocol, fortunately my manager observed this incident and noted I did the correct thing, my manager told them I would talk to them at some point to explore the matter further if required.
The thing that annoys me most is these people did not approach me about their concerns but rather brought the matter forward to someone more senior than myself in what appears to be an attempt to get me into trouble, and even with the individual who noted to me their intent they still denied to explore it with me when offered to do so. I don't feel I should have to strike a conversation with any of them because they could not be bothered to do so with me, if this was such an issue why didn't they ask directly instead of hiding behind other people?
I am wondering how I should approach this with them, seeing as I have been asked to do so, should I just submit to being wrong and make apologies on all accounts... or stand my ground and challenge the issues raised by them, and if so how?
I believe this to be a social problem because it is related to my social skill and engagement with people as opposed to maintaining or finding a Job.
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no s**t, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
23 May 2013, 4:31 pm
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
_________________
-SF
Tyri0n
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Joined: 24 Nov 2012
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23 May 2013, 5:02 pm
G4m3r5h4n3 wrote:
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
You should still be doing your best to help customers instead of your best to adhere to company policy. If you can't do something for someone, it's your job to find someone who can.
What policy is just means is a bar on lower-level employees from doing certain things on their own. It's not supposed to be a bar on customers from getting what they want.
23 May 2013, 5:06 pm
Tyri0n wrote:
G4m3r5h4n3 wrote:
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
You should still be doing your best to help customers instead of your best to adhere to company policy. If you can't do something for someone, it's your job to find someone who can.
What policy is just means is a bar on lower-level employees from doing certain things on their own. It's not supposed to be a bar on customers from getting what they want.
I think you are missing the point, there was a reason those policies are in place, to prevent accidents and harm to others, you can't just ignore those conditions, if there was a way around it I would have done so, but I can't bend rules that could potentially put others at risk.
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Tyri0n
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Joined: 24 Nov 2012
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24 May 2013, 5:37 pm
G4m3r5h4n3 wrote:
Tyri0n wrote:
G4m3r5h4n3 wrote:
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
You should still be doing your best to help customers instead of your best to adhere to company policy. If you can't do something for someone, it's your job to find someone who can.
What policy is just means is a bar on lower-level employees from doing certain things on their own. It's not supposed to be a bar on customers from getting what they want.
I think you are missing the point, there was a reason those policies are in place, to prevent accidents and harm to others, you can't just ignore those conditions, if there was a way around it I would have done so, but I can't bend rules that could potentially put others at risk.
The rules are in
Tyri0n
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Joined: 24 Nov 2012
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24 May 2013, 5:39 pm
G4m3r5h4n3 wrote:
Tyri0n wrote:
G4m3r5h4n3 wrote:
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
You should still be doing your best to help customers instead of your best to adhere to company policy. If you can't do something for someone, it's your job to find someone who can.
What policy is just means is a bar on lower-level employees from doing certain things on their own. It's not supposed to be a bar on customers from getting what they want.
I think you are missing the point, there was a reason those policies are in place, to prevent accidents and harm to others, you can't just ignore those conditions, if there was a way around it I would have done so, but I can't bend rules that could potentially put others at risk.
The rules are in place only to keep low level employees from doing certain things. If the rules prevent you from helping someone, it's your job to find someone who can help the customer.
25 May 2013, 5:38 am
Tyri0n wrote:
G4m3r5h4n3 wrote:
Tyri0n wrote:
G4m3r5h4n3 wrote:
Tyri0n wrote:
I can empathize with the customers, and I think I have a good idea what's going on. Maybe I can help. I've been on both sides of this issue.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
So...me as the customer...I go into a store or anywhere with customer service, and I ask for help. Maybe I've always done it a certain way. Maybe I think it should be done a certain way. And suddenly some new employee with an insistent but unconfident voice tells me "no, that's against our policy." Then, I try to be reasonable, think of alternatives. Maybe I know they are BSing and being too rigid. "No. it's against our policy." Well, no sh**, didn't you just say that?
Or how about, no, I can't help you. Then I'm really pissed.
Better: "I am not sure I can do that for you. It's against our policy." Customer: "I'm pretty sure this doesn't sound right." You: "Let me go find someone who can help you." *finds manager* = 90% of the time, customer gets what he/she wants.
There's nothing I hate worse than some self-important new employee who waives rigid policies in my face. I don't care about anybody's policy. I only care if you can help me, and usually, you can. So it's your job to politely work with me and get me to the right people, so I can get what I want or find out from someone in a senior position that I can't.
Well I have been working there for a long time now, it's the first time I have had a complaint of any kind in relation to how I treat customers as I have always acted in this manner and had positive comments from other customers in the past, like I said these people are very well known and not for good reasons.
Having said all that I think it is worth mentioning I did speak to the people concerned, it appears as if we have sorted things out, from the customers point of view it appears to have been miscommunication of information because others have done differently for them and there seems to be mixed messages flying around over what can and cannot be done, the manager said she understands the view I took as that is what we are suppose to do, so other people giving incorrect information which contradicts what we have been told to do makes for a confusing and somewhat frustrating situation both for myself and those receiving the service.
You should still be doing your best to help customers instead of your best to adhere to company policy. If you can't do something for someone, it's your job to find someone who can.
What policy is just means is a bar on lower-level employees from doing certain things on their own. It's not supposed to be a bar on customers from getting what they want.
I think you are missing the point, there was a reason those policies are in place, to prevent accidents and harm to others, you can't just ignore those conditions, if there was a way around it I would have done so, but I can't bend rules that could potentially put others at risk.
The rules are in place only to keep low level employees from doing certain things. If the rules prevent you from helping someone, it's your job to find someone who can help the customer.
Rules also include safety, privacy, health, financial, intellectual and historical recommendations including many more.
Some things are put in place because it is expected of everyone to ensure the continued benefit of all persons involved, not just 'low leveled staff'.
_________________
-SF
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