guidelines | Shep Hyken | Customer Service Expert

This week’s Friends on Friday guest blog post features Susan Solovic. She tells an entertaining story with a point. An employee was following the policy, but her lack of common sense caused a loss in business. As you read Susan’s short story, think about the rules and policies that are created and how they impact the customer. There is a time and a place to follow them, and a time to use common sense. By the way, that’s why I like the word guidelines. (more…)

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