The four most infuriating words

“Sorry, its our policy.”

These are probably the four most infurating words you can possibly hear from any company representative when you are trying to resolve an issue.

Basically what the person is telling you is that they really don’t care about your problem and they really don’t care about trying to find a solution. By saying “Its our policy” the responsiblity is off them and placed squarely on the shoulders of the “company”. But you can’t talk to the company, which is why its so frustrating.

And while policies are important to have in place, its even more important to have people that can explain why a policy is there and how it may apply to the customers situation. Customers just want someone that will listen to their problem and make an attempt at solving it. And I would venture to say that the listening part is probably more important than the solving in most instances.

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2 Responses

  1. Hi! I was surfing and found your blog post… nice! I love your blog. 🙂 Cheers! Sandra. R.

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