When You Lack theAuthority to ……..   By VanSight
COPYRIGHT 2009 VANSIGHT division of Synbiz            Solutions Pvt Ltd•   No part of this publication may be reproduced o...
The Situation• You have probably been in situations where a customer asks  you to do something for which you do not have s...
Techniques Used        • Finding Agreement Points          Offering        • Choices/Empowering        •   Referral to Sup...
Dialogue• The customer approaches  the employee and requests  that she make an exception  to a long-standing rule.  Howeve...
Dialogue    •   Customer: I don’t see why I        can’t    do    [the     thing        prohibited by the policy]. It     ...
Dialogue• Employee: OK. It will take  a minute or two. [Goes off  to Arrange the referral]• Employee:       [returns to  c...
Explanations•   In this example, you see the employee actively trying to find    agreement points. By agreeing with the cu...
How to Diffuse the Situation               •   When you lack the authority to                   fulfill a request and you ...
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44. When You Lack The Authority To

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Customer Service: When You Lack The Authority

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44. When You Lack The Authority To

  1. 1. When You Lack theAuthority to …….. By VanSight
  2. 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd• No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.• VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies.• Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd.• This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. 2
  3. 3. The Situation• You have probably been in situations where a customer asks you to do something for which you do not have sufficient authority. It might be as simple as reversing a transaction at a cash register, processing a return, or making an exception to a company policy or procedure. Here’s how to handle this kind of situation. 3
  4. 4. Techniques Used • Finding Agreement Points Offering • Choices/Empowering • Referral to Supervisor 4
  5. 5. Dialogue• The customer approaches the employee and requests that she make an exception to a long-standing rule. However, she lacks the authority to violate the rule. 5
  6. 6. Dialogue • Customer: I don’t see why I can’t do [the thing prohibited by the policy]. It seems pretty reasonable and I’m sure I’m not the first to ask. • Employee: It does sound reasonable, but I don’t have the authority to say yes or no. The person who can approve that is the departmental manager, Mr. Smith. Do you want me to see if Mr. Smith is available? • Customer: Sure. 6
  7. 7. Dialogue• Employee: OK. It will take a minute or two. [Goes off to Arrange the referral]• Employee: [returns to customer] Mr. Smith is available. To save you some time, I’ve explained to him what you are asking, so you won’t have to repeat it, and I’m sure he’ll help if he can. 7
  8. 8. Explanations• In this example, you see the employee actively trying to find agreement points. By agreeing with the customer that the request is reasonable, the employee helps the customer perceive that both of them are “on the same side.”• The main technique used here is “referral to supervisor.” the employee kicks off the referral process by asking the customer if he wants to talk to the supervisor about this issue.• Providing this choice allows the customer to decide for himself whether he wants to spend the time to talk with the supervisor or simply let the issue drop.• At the end of the referral process, it’s important to communicate with the supervisor so he or she is prepared to deal with the customer in an informed way and knows in advance of any possible problem situation. 8
  9. 9. How to Diffuse the Situation • When you lack the authority to fulfill a request and you also know the request is completely unreasonable and will be refused, it is still a good idea to arrange for the customer to speak with the decision maker. • Customers tend to act more favorably when their request is refused by someone higher up (a supervisor or a manager). • As with any referrals, it’s important that you and the supervisor are on the same wavelength regarding when it is appropriate or not appropriate to make the referral. 9

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