What should you do if you need to make an exception for a customer?

When making an exception for a customer, clearly communicating the exception is crucial. This approach fosters transparency and builds trust between the customer and the service representative. By explicitly stating the nature of the exception, the representative ensures that the customer understands the special consideration being afforded to them. This clarity can enhance the customer’s experience, as they feel valued and recognized, which is fundamental in customer service.

Furthermore, when exceptions are communicated clearly, it sets the right expectations for the customer both in that instance and for future interactions. It can also help avoid confusion or misunderstandings later on. This communication can include explaining why the exception is being made, thus reinforcing the message that the customer is important enough to receive special treatment in that situation.

In contrast, keeping the exception a secret could lead to mistrust or speculation on the customer's part, while informing them that it reflects standard practices might cause confusion since the exception is, by definition, outside of standard practices. The choice to not make an exception could also hinder customer satisfaction and potentially lose the business, as customers appreciate flexibility and responsiveness to their unique needs.