True or False:
1. Our customer-facing staff is aligned and consistent when responding to customer requests that are outside of policy (registering for events after deadline, providing refunds outside of policy, providing ‘free’ offers) in order to appease the customer.
2. Our customer-facing staff is able to consistently provide one-and-done responses to customer requests that are outside of policy without escalating to supervisor or the department that provides the service.
3. When customers are escalated to a supervisor or other department, that supervisor or department is consistent with what the customer-facing agent initially provided.
4. Our Agents have been provided ‘sanctioned’ alternative offers to provide to customers when unable to comply with ‘outside of policy’ request.