CSS Adhering to Company Policy 3 — Questions and Answers
Question 1: A customer insists they were promised an exception by a previous representative. You cannot verify the claim. What should you do?
- Honor the promise immediately
- Call the previous representative to confirm
- Acknowledge the customer's concern, explain current policy, and escalate if needed (Correct answer)
- Tell the customer they are lying
Correct answer: Acknowledge the customer's concern, explain current policy, and escalate if needed
Unverified claims do not override policy, but the concern deserves acknowledgment and proper escalation.
Question 2: Your company has a strict no-recording policy for customer interactions. A customer informs you they are recording the call. What do you do?
- Hang up immediately
- Ignore the notification and continue normally
- Follow your company's protocol, which may include informing the customer of your own policy (Correct answer)
- Ask the customer to delete the recording after the call
Correct answer: Follow your company's protocol, which may include informing the customer of your own policy
Your company's recording policy determines the correct response — follow it precisely, including any required disclosures.
Question 3: A customer asks you to look up account information for a third party who is not on the account. Company policy requires account holder authorization. What do you do?
- Share the information since the request seems harmless
- Refuse and explain that you need proper authorization per policy (Correct answer)
- Ask the third party for their own ID as a workaround
- Transfer to a manager to avoid the situation
Correct answer: Refuse and explain that you need proper authorization per policy
Data privacy policy exists to protect customers — never share account information without proper authorization.
Question 4: Company policy allows returns within 30 days. A customer arrives on day 31 with a valid receipt. What is the correct first step?
- Process the return since it's only one day over
- Refuse the return firmly and immediately
- Acknowledge the situation, state the policy, and check if any exception process exists (Correct answer)
- Tell the customer to try a different location
Correct answer: Acknowledge the situation, state the policy, and check if any exception process exists
Acknowledging the situation and checking for a legitimate exception process respects both the customer and the policy.
Question 5: You are new and unsure whether a specific customer request falls within policy. What is the best action?
- Guess and proceed to avoid appearing unknowledgeable
- Deny the request to be safe
- Tell the customer you'll check and consult a supervisor or policy documentation (Correct answer)
- Ask the customer what they think the policy should be
Correct answer: Tell the customer you'll check and consult a supervisor or policy documentation
Admitting uncertainty and consulting resources is far preferable to guessing or incorrectly denying a legitimate request.
Question 6: A customer presents a coupon that expired yesterday. Your store's policy does not permit accepting expired coupons. What do you say?
- Accept it to avoid a complaint
- Accept it only if the customer argues
- Politely explain the expiration policy and offer any current promotions as alternatives (Correct answer)
- Tell the customer it is their fault for not reading the dates
Correct answer: Politely explain the expiration policy and offer any current promotions as alternatives
Explaining the policy while offering valid alternatives maintains compliance and preserves the customer relationship.
Question 7: During a transaction, you discover that completing it would violate your company's fraud prevention policy. What should you do?
- Complete it and report it afterward
- Stop the transaction and follow your company's fraud escalation procedure (Correct answer)
- Ask the customer if the transaction is fraudulent
- Ignore it since it is not your responsibility
Correct answer: Stop the transaction and follow your company's fraud escalation procedure
Fraud prevention policies require immediate action — halt the transaction and escalate through the designated process.
CSS Adhering to Company Policy 3
A customer insists they were promised an exception by a previous representative.
You cannot verify the claim.
What should you do?