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There are certain rules and regulations for every company when it comes to serving its customers. Suppose that a customer approaches you asking to return an item, however you tell the customer that you cannot accept the item because it's been damaged by him and it is against the policy of the company to exchange this item.
The customer asks to speak to your manager, and your manager tells him it's okay to exchange it.
This will make you look bad in front of the customer because your manager went against what you said and made you look incompetent to handle the job. How would you deal with your manager in this situation? Should the manager always be on your side in cases like this?
You and your manager should always look for the best interest of your customers, with that been said, when dealing with such an event where returning or exchanging is on action, you should always tell the customer that the company policy is this and that, and based on your power or authority you are not allowed to authorize this, so when the manager says (yes!) you are still doing your job and wouldn't look bad.
You also need to have a one-on-one meeting where you get things agreed upon for future reference, because if this happen a lot and other customers sees it, it will look like you are the problem, when it's truly not.
I believe that it is very critical that the relationship between the customer service representative and his/her manager should start on clear terms. It is very embarrassing for a customer service representative to tell the customer one thing, and that what they were told is based on company rules and regulations, then have the manager step in and tell the customer otherwise.
It would make the the employee look bad, and make the manager look like they're not on the same terms as the employee. However, this doesn't mean that I don't think there will be exceptions in certain situations, but there should be some form of scale on which the employee can measure the importance of certain situations. Based on this scale, an employee can resort to the manager before the issue escalates so that the customer doesn't witness any conflict between the employee and the manager in the first place.
I think it is better in this situation will be.
After the incident, talk to superiors and find out the above issues in more detail.
With regard to the situation in which I put the boss, he just wanted to keep the customer happy, and this is most important.
Thanks for invitation.
Take a positive approach in this case and forget your ego. Just exchange the item with your customer and tell the customer that the Manager has reviewed the situation and kindly approved exchange. This will have dual benefit:
I can avoid conflict with my manager by presenting him with solutions to what caused the conflict in the first place.
Understand the core business, impact & responsibilities, Subject matter expert in process/product management.
Sharing of knowledge & healthy discussion between manager.
Appropriate situiation handling, understand how things to be dealt.
Effective communication with manger.
The company's best interest should always be top priority. No short cuts or cutting corners. In this case, rules and regulations concerning return or exchange items should be strictly followed. However, in some cases, decisions on such may vary depending on the customer your dealing with. Know your customer well whether he or she can be granted accomodation justified by you and approved by the manager. Reiterate to the customer that if and when accomodated, such is a priveledge and not a right extended to only few valued clients on a case to case basis. I believe this approach would best promote company policy, approval chain on deviations and customer loyalty. It's a win win solution. Hope this would suffice your question.
When you dealing with a customer obviously a manger or who ever the superior should be more aware that should not interfere your communication while you talking with a customer. Even there is a fault from your end its a responsibility of your manager to educate in a manner once after the conversation. Always give positive response to the customer you interact with when a manger is around.
There are always two types of manager in the working scenario. One is who always think of an employers perspective. Second who always shake head as per management with out stating actual circumstances of a division and employers essentials. So you have to be tactical according to the situation.
i dont think so i should just ask the manager the reason for him accepting the damaged product back and understand the implications of the same for the organisation as a whole in the larger picture
I strongly believe in subordination, respect Managers decision as they have the authority to decide. If for example, you need to impart your thoughts or suggestions with regards to the matter, you can easily approach him or her afterwards. This will make the work relationship stronger towards achieving the best service that the company could provide to customers.
First agree what is common between you and your manager leave the different opinion for later. This will avoid conflict at first place. We are working in service industry and one bad customer experience will not only cost damage to the reputation of the company but also distract your productivity.
