From New Zealand's 'The Main Report':

Don’t Let Frontline Staff Do This

According to the editorial team of ‘The Main Report’ (New Zealand’s long-standing “business newsletter”), an organisation’s frontline staff should NEVER make any of these three statements to a customer:

  • “It’s our policy.” The purpose of this is to simply to shut someone down, TMR’s editors say.
  • “There’s nothing I can do.” There’s always something you can do, they challenge.
  • “It’s the manufacturer’s responsibility.” Your customer has a relationship with you, not your supplier, the editors point out.

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