45. When You Need to Explain a Company P

When You Need to Explain a CompanyPolicy or Procedure : 

When You Need to Explain a CompanyPolicy or Procedure By VanSight

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The Situation : 

The Situation In an ideal world, your customers would already understand your policies and procedures and be willing to abide by them. But we don’t live in an ideal world. Whether it’s a policy regarding returns of merchandize or anything else. In the retail sector or a policy regarding who can receive specific government services, it’s often the case that customers don’t understand why those policies and procedures are in place. A customer who doesn’t understand the purpose of a policy is much more likely to become angry if he or she sees the policy as interfering with getting What he or she wants. If you can explain the policy And the reasoning behind it so the customer understands, You are much less likely to receive flak about the policy. 3

Techniques Used : 

Techniques Used 4 Preemptive Strike Plain Language Providing a Customer Takeaway

Dialogue : 

Dialogue 5 This example occurs in a bank, although similar situations could occur in any other sector. The customer is asked to furnish some information so his application can be processed. unless the customer provides the information, his application can’t be processed, because the policy requires this information. We join the conversation after the customer has made his original request.

Dialogue : 

Dialogue 6 Employee: I know this is going to be frustrating, but in order to process your application, we need to have Some proof of identity, two pieces of I.D. One needs to have your picture on it. We also need proof of residence. Customer: Darn right, it’s frustrating. Why are you putting me through all these hoops? It’s just typical of bureaucracy that I have to fill in umpteen forms and give you all kinds of personal information.

Dialogue : 

Dialogue 7 Employee: Maybe it would help if I explain why we need this information. Then it will make more sense. The major reason we ask for this information is to make sure that nobody can steal your identity and make an application using your identity. That’s why we need positive proof so we are absolutely sure that nobody can do that. It’s for everyone’s protection. Customer: Well, OK. What exactly do you accept? Employee: We accept a number of documents and I have a pamphlet that lists acceptable identification that you can keep. But let’s go over the documents you can use.

Explanations : 

Explanations 8 In this example, the employee knows that customers tend to resent having to provide the necessary documents. To cushion the blow, the employee uses the preemptive strike to acknowledge that the customer may feel upset about the requirements. The premise here is that it's better for the employee to broach the subject of frustration, rather than wait for the customer to do so first. Notice how the employee explains the purpose of the requirement. She explains it in very plain language and from the point of view of the customer. When explaining policy, it’s best to highlight how the policy benefits the customer and to avoid sounding bureaucratic. She offers some printed material to the customer, a “takeaway.” Why? so the customer doesn’t have to rely only on his memory for critical information. The Customer will be able to use this material to prepare if he has to come back. Also, note that the employee goes over the takeaway with the customer and doesn’t rely on him actually reading the document.

How to Diffuse the Situation : 

How to Diffuse the Situation 9 When explaining policy, it’s best not to quote a specific policy number, clause, or detail from a policy manual. Policies and procedures are usually not written with the customer in mind and the language can be excessively bureaucratic.

How to Diffuse the Situation : 

How to Diffuse the Situation 10 Also, it tends to suggest that your focus is on policies and procedures rather than people. Rephrase the policy in plain language. If you don’t know the rationale behind a policy or procedure, you can offer to find out for the customer.

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