Explanation should include
- understanding the policies
- describing relevant policies simply and accurately to eliminate customer confusion
- providing consistent guidelines for customers
- keeping current with policy changes
- knowing when to refer a policy matter to a supervisor or specialist.
Process/Skill Questions:
- How can one learn about company policies?
- Why are customer service policies important for a business? For a customer?
- Why is it important for a business to continually train its employees?
- What are some consequences of an employee not following company policy? For the business? The employee? The customer?