A ‘Real World Look’ at Customer Service Policies

Another important aspect of customer service is fixing the level of authority of first-line CSRs. “They should know what they can do, and more importantly, what they CANNOT do for a customer,” he said. At Palm Beach Jewelry, for instance, first-line CSRs have the authority to issue refunds of up to $50, but not more than that. “It’s actually excellent customer service to get the customer away from the first-line rep if that rep doesn’t have the authority to handle the problem.”