Directions: List the most frequent customer problems and complaints that are within your realm of authority to address. For each one, ask:
• Do we have a policy that covers this issue? If not, do we need one?
• What flexibility do we have to bend existing policy?
• What are the parameters for that flexibility (dollar
amounts, warranties, quantity, time, etc.)?
We need a policy for the following situations:
When we have no discretion to bend a policy, this is what we say: Issue Policy Flexibility Parameters
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