If a customer requests an exception to company policy on warranties, what should you do?

When a customer requests an exception to company policy on warranties, checking with your immediate supervisor or manager is the appropriate action. This approach ensures that you adhere to the company's guidelines while also addressing the customer's needs.

Consulting a supervisor allows you to consider the context of the request and any potential ramifications of making an exception. It also provides an opportunity for the supervisor to review the specifics of the situation and determine if there is room for flexibility within the policy or if there are precedents that might support making an exception. This process fosters a collaborative environment and can lead to a more satisfactory resolution for the customer, while still aligning with company protocols and protecting the business's interests.

In contrast, making an exception without consulting anyone could create inconsistencies in how policies are applied and might put the company at risk. Firmly denying the request without exploring any possibilities for exceptions might frustrate the customer and damage the relationship, while offering an alternative solution may not directly address the customer's primary concern regarding the warranty policy. Consulting with a supervisor incorporates both respect for policy and consideration of customer service, making it the best option.