Customer Service Policies: Make It Right Policy - ER

The Make it Right policy is intended to encourage greater autonomy in an agent's ability to handle complex or escalated issues where standard policies and procedures have been exhausted and failed to meet the customer’s needs. 

The goal of the Make It Right Policy is in line with our mission to provide 4E experiences to each customer. It will empower agents to use their own judgment to create fair solutions for the customer and the company. 

 

When and how to initiate the policy? 

• There is a clear gap between our policy and the customer’s request 
• The customer is seeking a fair solution 
• The agent can put him/herself in the customer’s shoes 
• Tell the customer that put them on a brief hold while they review the customer’s account, and try to make it right” 

 

Steps to Make It Right 

1. Identify the problem (Policy isn’t satisfying the customer)
   • Ensure that as the agent you understand the exact nature of the customer’s issue. 
   • Rephrase the issue in your own words and wait for confirmation from the customer before moving forward 
2. What does the customer want?
   • The customer will have a demand or request. This could be a full refund, partial refund, new equipment, etc.   
   • Ensure you know exactly what they are wanting by rephrasing it in your own words. 
3. Know what my resources are (What is fair? things to consider)
   • Tenure of account, Billing History/Status: How many years have they been with us? 
   • Can we expect many more years to come if we can make it right? 
   • Value or Economy customer: How does this factor into your decision? 
   • Have they reached out to us before or is this the first time? 
   • Shipping: Shipping delays out of their control cause unfair delays. 
   • Are they Impacted by things they can’t control, “cell strength” “Firmware” “Alexa” “etc.” 
4. Develop a solution (Agent’s solution)
   • At this point, you consider the customer’s issue and if their solution is appropriate (it may be). You will develop a solution (THAT MAY BE OUTSIDE POLICY) that is fair to both the customer and Cove. 
5. Propose the solution to TL (approval or asks to revise)
   • It is not TL’s responsibility to create the solution only to approve the solution. However, the TL may want to adjust or provide feedback to the solution. 
6. Propose to the customer 

 

Scenario 1: Customer accepts the agent’s solution   

• Or agent and TL accepts the customer’s solution 
• Move on to action and notes 

Scenario 2: The customer asks for compromise   

• Agent solution has been proposed but the customer has asked for a modification to our proposal. (The customer’s compromise) 
• Agent negotiates with the customer and takes the new compromise to TL 

Scenario 3: Customer rejects 

• The customer is not willing to move from their original solution. 
• Repeat steps 4, 5 and 6 

Once the customer accepts the proposed resolution, finalize, take action, and leave notes. 

 

Note Template 

• What was the issue? 
• What was wanted? 
• What was proposed? 
• Who approved? 
• Was it accepted? 
• What was the compromise? (If applicable) 
• Was the compromise accepted? (If applicable) 
• Final thoughts