Our staff can solve most routine customer problems, but still wait for approval because nobody knows where their authority ends. That slows customers down and keeps me tethered to the phone. I'm creating a handoff guide with refund limits, examples of acceptable exceptions and a clear escalation route. What information would you include so employees feel trusted rather than fearful of making the wrong call?
Creating a handoff process so staff can solve routine customer issues without approval
- small-business
- creating
- handoff
- process
55
4 replies
I'd include not just limits, but the reasoning behind them. If someone understands why a refund cap exists, they're less likely to freeze an...
I'd include not just limits, but the reasoning behind them. If someone understands why a refund cap exists, they're less likely to freeze and less likely to make up their own rule.
I agree, and I'd add a few example scenarios. People usually want to know, 'If the box is damaged but the product is fine, what do I do?' more than they want another paragraph of policy.
A short escalation path helps too: who to call, when to call, and what info to bring. Otherwise staff can sense they need help but still was...