One of the “magic words” for me, and this was in a retail-/SMB-facing e-commerce retailer in late 90s, was “health/safety issue.” If you said that, I was supposed to give you anything I had within my (peon’s level of) authority or immediately say “Hold please” + escalate to T3.
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This definitely wasn’t the only possible way to authorize an exception. It was an automatic one. The canonical example of the judgement call part of the flow chart: Customer has ordered birthday balloons for her daughter’s birthday. They won’t arrive in time. What to do?
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Answer: Of course you authorize an accommodation on shipping the birthday balloons.
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End of conversation
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I’ve talked to several CSR who had to wonder if I was mental, as I asked a series of barely related questions and topics …but of course I was just fishing for some magic words to move me to the next map level or maybe unlock some treasure.
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