Solutions: What would you do?
Last week, I posted a performance improvement scenario and asked "What would you do?" Here's the follow-up post re-capping the responses and revealing what actually happened. Thanks to everyone who submitted a solution!
Think of the consequences before enforcing a policy
Most customer service policies allow employees a little discretion to bend the rules as the situation allows. Customer service reps should consider the impact on both the company and the customer when deciding whether to enforce a policy or to make an exception.