Common sense must always prevail
... especially when it comes to customer service. Sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver.
The best companies hire people who are smart, problem-solving, customer-focused people who look for ways to work around having to say NO and come up with ways to say YES. They don’t get stuck on company policy. They work within the rules, but also understand flexibility.
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