I used to run large customer service call centers. On the first day there, I told all of the managers and supervisors that if a customer got to me, they were getting whatever they wanted, so lets not waste everyone’s time. No matter the policy, if the customers story was legit, give them what they want.
I only had to refer to that conversation a couple times the first week. Shortly after that customers stopped getting to me. And our quality scores improved. And our customers were happy.
Customer service is pretty simple when you remember who really pays your bills.
I want to nominate you for Sainthood!
Regards,
GtG