When Service Quality is Not Job 1
A best practice in service excellence is to implore employees to deny (almost) no customer requests, to never tell a customer “no.” Whereas it might be feasible to never reject a customer return when you are selling shoes or clothing, the return of a $250,000 software implementation or piece of machinery is another matter. This strategy involves leveraging your company’s chain of command.
When a front-line service person can’t satisfy a customer’s request, the practice is to allow the customer to make his or her appeal to a higher authority. Determine the best chain of command to escalate such calls, as well as the appropriate maximum level of calls a customer might go through. The higher an issue is taken, usually the more adroit the manager who can address the concern and ameliorate the customer’s frustration.
The higher a customer concern goes, the more attention the root issue gets, preventing the issue from occurring again.