http://blog.greenpeg.com/2008/06/17/are-rules-meant-to-be-broken/ High Impact Customer Service Solutions for IT, Help Desk, and Call Centers. Tue, 6 Jan 2009 10:24:26 +0000 http://wordpress.org/?v=2.1.3 http://blog.greenpeg.com/2008/06/17/are-rules-meant-to-be-broken/#comment-453 Jim Schmidt Tue, 17 Jun 2008 22:03:31 +0000 http://blog.greenpeg.com/2008/06/17/are-rules-meant-to-be-broken/#comment-453 Thanks for the story Karen! This story reminds me of my college days studying artificial intelligence. One of the most significant differences between a robot and a human is that a human knows when to break the rules. Rules are great for things like safety but it has been my experience that they can also be used as an excuse to deny service to customers. A classic example of that would be a service rep denying service to a customer with the chilling comment: "That is not our policy". Note to service providers: keep your "rules" to a minimum. Some of the best service providers only have one important rule: "Satisfy the Customer". Thanks for the story Karen! This story reminds me of my college days studying artificial intelligence. One of the most significant differences between a robot and a human is that a human knows when to break the rules. Rules are great for things like safety but it has been my experience that they can also be used as an excuse to deny service to customers. A classic example of that would be a service rep denying service to a customer with the chilling comment: “That is not our policy”. Note to service providers: keep your “rules” to a minimum. Some of the best service providers only have one important rule: “Satisfy the Customer”.

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