I tell the customer I understand the situation and Ill be more gladly to help you and fix the problem. I understand people have there bad days but my customer service skills might make there day go better.
Generally company procedures are in place because they work. It would have to be an extreme case for me to venture outside of company policy. Though in all cases I would consult my supervisor before proceeding.
I understand customer satisfaction is very important, however so is company policy, is in place for specific reasons, and as operations manager, it would be my responsibility to report such an issue to a higher up and depend on their guidance to overcome the situation. Company policy is always first. Your job depends on it.
"Tell me a situation in which something was broken and what did you do to fix it without a supervisor" "Tell me how you would handle conflict between your coworkers" "Tell me how you handled a difficult customer, what did you do to resolve the problem"
I would greet them first and say; I see your interested in this ......... What project are you working on? Reply; Oh I'm just looking. My response; Okay, we'll just so you know we have 10% on ........ and free delivery on in stock items. Also if you use the lowes card you can get 6 months no payment, no interest. If you change your mind, Im here to help and if you need any assistance, Ill be in this area.
i would let the customer know my name, and that if they need assistance with something just let me know and i'll be more than happy to help.
I would asked them what was wrong and try my best to answer their concerns and if unable to, then i would take it to the manager.
I always like to try and rest the situation. As k for a thorough explantation of their problem, This not only allows you to understand what needs to be accomplished, but for the customer to 'blow off some steam'. Sometimes people just wnat to vent a little before getting what they want. That doesn't mean they can curse and throw things, but maybe just tell you how really unhappy they are about it Assuming it something whci CAN be fixed, then tell them you are going to take care of this for them, how you will do it, and when they can expect results. If it requires additional levels of authority, involve them and see that you carry out what you promised. o
I had previously managed a family business with my husband and would ALWAYS give excellent customer service, so to come up with a detailed example of one experience was really hard to do. I spit out some story and told my husband when I was finished that I wouldn't even hire myself after that answer. I think some things are better asked and answered in person.