Comments on: Teaching Employees to Make Exceptions http://www.donloper.com/leadership/teaching-employees-to-make-exceptions.html Thu, 09 Feb 2012 01:06:09 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jeremy Stewart http://www.donloper.com/leadership/teaching-employees-to-make-exceptions.html/comment-page-1#comment-70 Jeremy Stewart Fri, 26 Jan 2007 22:48:06 +0000 http://72.47.194.140/uncategorized/teaching-employees-to-make-exceptions#comment-70 I agree 100%. I think too often managers and employees focus on the short-term when making customer service decisions instead of thinking about the long-term effect their decision will have on the business. I agree 100%. I think too often managers and employees focus on the short-term when making customer service decisions instead of thinking about the long-term effect their decision will have on the business.

]]> By: Carolynn Duncan http://www.donloper.com/leadership/teaching-employees-to-make-exceptions.html/comment-page-1#comment-69 Carolynn Duncan Wed, 24 Jan 2007 16:10:08 +0000 http://72.47.194.140/uncategorized/teaching-employees-to-make-exceptions#comment-69 I definitely agree. Anytime an employee says, "Our policy is...", what the customer hears is "I am totally unwilling/unable to keep your business". Which will be followed up by the customer thinking, "How fast can I get out of here, and what's the best way to file a complaint with corporate?" I definitely agree. Anytime an employee says, “Our policy is…”, what the customer hears is “I am totally unwilling/unable to keep your business”.

Which will be followed up by the customer thinking, “How fast can I get out of here, and what’s the best way to file a complaint with corporate?”

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