Wednesday, July 12, 2006
Exceptions to rules- good for customer service?
I have gotten some feedback on this one:
17. Don't hide behind policies and procedures. Empower staff to make exceptions.
I completely sympathize with the well intentioned mindset that looks at exceptions as dangerous opportunities to create unequal, unfair or unequitable service. It's only natural to be concerned about slippery slopes. Moreover, I know that it is also easier to train people to be rigid than it is to train them to be flexible. After all, how will you know one person won't just buckle every time they are asked to make an exception, while others hard nose every person they deal with? Well, that's the job of management to create an organizational culture that understands the importance of trusting well trained employees to make the right decisions. Like the Nordstrom's Employee Handbook says:
Welcome to Nordstrom. We are glad you are with our company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them. So, our employee handbook is very simple...Our Only Rule: Use good judgement in all situations
See more of The Nordstrom Way...
And here is a better clarification of making exceptions than I can write on my own, from Shep Hyken. If you haven't checked out his stuff, I'd recommend it:
Flexibility - Rules and policies are nothing more than guidelines. Don’t let “company policy” stand in the way of making a customer happy. However there is eventually a point where you have to take a stand. In spite of what you may have heard, the customer is not always right. But, they are always the customer. So, if they are wrong, let them be wrong with dignity. Do what you can, within reason, to see that your customer is always happy. I am reminded of the CEO of a major company that called all of his people together and told them, “Do whatever it takes to make the customer happy.” Well, they did, and almost put the company into bankruptcy. Along with empowering people to be flexible goes training. If properly trained, the employee can deliver what the customer perceives as a “what-ever-it- takes” attitude, and the employees won’t put the company out of business.Creating an organizational culture that supports employees' judgment is high art. It starts by hiring the right people in the first place and it extends to creating an environment that trusts them and that nurtures their customer service instincts. And it also requires a lot of training to get employees to understand when, say, the issue is a patron problem rather than a customer service problem. But the most important thing to me about Point #17 is that it sets a very high standard for the relationship that exists between everyone in the organization, from adminstrators to line staff. It requires high levels of trust to believe that all staff can be empowered to make the right decisions and it requires a high level of knowledge and training for staff to develop the tools to handle everything that comes at them. You can't just tell staff to go ahead and make exceptions on their own if everyone is not on the same page.
This Quote came from Fyken's "The Basics of Service".
See all "20 Points on Excellent Library Customer Service"
Tag: customer_service
# posted by Steve @ Wednesday, July 12, 2006 
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