101 customer service training scripts for handling any situation

24. When You Lack the Authority to . . .

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.

TECHNIQUES USED ■ Finding Agreement Points (1) ■ Offering Choices/Empowering (2) ■ Referral to Supervisor (3) 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.

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, (1) 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? (2) Customer: Sure.

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 114 Copyright © 2005 by The McGraw-Hill Companies, Inc. Click here for terms of use.