Adhering to Company Policy Flashcards
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Read the first 7 Adhering to Company Policy flashcards as text
A customer insists they were promised an exception by a previous representative. You cannot verify the claim. What should you do?
Answer: Acknowledge the customer's concern, explain current policy, and escalate if needed
Unverified claims do not override policy, but the concern deserves acknowledgment and proper escalation.
Your company has a strict no-recording policy for customer interactions. A customer informs you they are recording the call. What do you do?
Answer: Follow your company's protocol, which may include informing the customer of your own policy
Your company's recording policy determines the correct response — follow it precisely, including any required disclosures.
A customer asks you to look up account information for a third party who is not on the account. Company policy requires account holder authorization. What do you do?
Answer: Refuse and explain that you need proper authorization per policy
Data privacy policy exists to protect customers — never share account information without proper authorization.
Company policy allows returns within 30 days. A customer arrives on day 31 with a valid receipt. What is the correct first step?
Answer: Acknowledge the situation, state the policy, and check if any exception process exists
Acknowledging the situation and checking for a legitimate exception process respects both the customer and the policy.
You are new and unsure whether a specific customer request falls within policy. What is the best action?
Answer: Tell the customer you'll check and consult a supervisor or policy documentation
Admitting uncertainty and consulting resources is far preferable to guessing or incorrectly denying a legitimate request.
A customer presents a coupon that expired yesterday. Your store's policy does not permit accepting expired coupons. What do you say?
Answer: Politely explain the expiration policy and offer any current promotions as alternatives
Explaining the policy while offering valid alternatives maintains compliance and preserves the customer relationship.
During a transaction, you discover that completing it would violate your company's fraud prevention policy. What should you do?
Answer: Stop the transaction and follow your company's fraud escalation procedure
Fraud prevention policies require immediate action — halt the transaction and escalate through the designated process.