Customer Service: When You Lack The Authority

1. When You Lack the
Authority to ……..
By VanSight

2. COPYRIGHT 2009 VANSIGHT division of Synbiz
Solutions Pvt Ltd
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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.
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4. Techniques Used
• Finding Agreement Points
Offering
• Choices/Empowering
• Referral to Supervisor
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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.
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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.
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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.
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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.
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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.
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