Adhering to Company Policy Flashcards
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Read the first 7 Adhering to Company Policy flashcards as text
A customer requests a price match with a competitor, but your company's policy only covers specific approved competitors. What should you do?
Answer: Check if the competitor qualifies under policy, then proceed accordingly
Always verify whether the situation falls within policy scope before acting or refusing.
Your company policy states that refunds over $200 require manager approval. A customer demands an immediate refund of $250 from you directly. What is the correct action?
Answer: Explain the approval requirement and involve a manager
When a transaction exceeds your authorization level, you must follow the escalation policy and involve an authorized manager.
A long-time loyal customer asks you to waive a late fee as a personal favor. Your company policy does not allow fee waivers at the representative level. What do you do?
Answer: Empathize, explain the policy, and offer to escalate the request
Acknowledging loyalty while accurately explaining policy limits — and offering escalation — balances empathy with compliance.
During a call, you realize that following company policy in this situation will result in a poor customer outcome. What is the best immediate action?
Answer: Follow the policy and document your concern for supervisory review
Policies must be followed, but valid concerns about outcomes should be escalated through proper channels.
A customer threatens to leave a negative review unless you break company policy and give them an unauthorized discount. What should you do?
Answer: Calmly explain you cannot override policy, and offer what you legitimately can
Threats should not coerce policy violations; offer legitimate alternatives and remain professional.
Your supervisor verbally tells you to process a transaction in a way that contradicts the written company policy. What is the safest course of action?
Answer: Ask the supervisor to confirm the exception in writing or through the proper approval channel
Verbal exceptions to policy should always be confirmed through proper channels to protect both you and the company.
A coworker tells you they routinely bend a specific policy because 'everyone does it.' What is the appropriate response?
Answer: Politely decline to adopt the practice and continue following written policy
Informal norms do not supersede written policy; continue following the official rule and optionally seek clarification through proper channels.