It is possible that in your career in support you will come across a customer who questions one of your policies. Normally, this is pretty straightforward as the policy is in place and known to be good and valuable for your team. Occasionally, though, a customer will ask about a policy that might not actually make that much sense, or do service to your customers. If your company is flexible, you may be able to change the policy on the fly, but the likelihood of that is pretty slim. So, how do you get back to a customer when you know that they’re right and your policy is wrong? This is very similar to how you would go about delivering ba d  news:

First, explain why your policy is what it is. You can get really deep and historical with it, or just explain it at face level, but give the customer a little context into how it got to be where it is, and why it has stayed there. This may help to assuage their concern that you are telling them that you can’t do what they want. Acknowledge what they have asked for and that it is valid.

Second, express compassion and alignment for the situation with your customer. Agree with them that the policy maybe doesn’t necessarily make sense but that you aren’t in a position to change it immediately right now.

Lastly, offer some assurance that you’ll bring this up with the team, or start looking for a workaround with the customer in the moment. They’ll appreciate feeling like you are on their team and you care about them. It’s also possible that it is time for your policies to change, so move forward with intention to make an impact there as needed.