When the customer delivers complaint via phone, he may hear this kind of answer :
“I am sorry that is not our authority”.
“I am sorry that is beyond our authority”.
You should know that the customer does not care who has the authority to handle his complaint. He only expects for a solution. Just tell him that we will solve the problem. Authority is the internal matter of company.
Anya : “Ms. Deasy, I have a problem with my schedule in “Intensive Writing Program”. Could you help me to revise the schedule in our MOU?”
Deasy : “Ms. Anya, the MOU was assigned by Program Manager. I have to ask for his approval if we want to make any change in the MOU.”
(Deasy does not say “I’m sorry that’s not our authority” and leave the customer with no solution)
Anya : “Ok, Ms. Deasy. No problem.”
Anya : “Ms. Deasy, I have a problem with my schedule in “Intensive Writing Program”. Could you help me to revise the schedule in our MOU draft?”
Deasy : “Ms. Anya, I have to discuss with my team if we want to make any change in the MOU draft. When the schedule is changed, the availability of the trainer also will change. But, you don’t have to be worried. Before changing the schedule, we will let you know the availability of trainer based on your new schedule.”
(Deasy explains the procedure to get the MOU draft revised instead of saying “I do apologize that’s not our authority”)
Anya : “Ok, Ms. Deasy. No problem. My new schedule is Monday-Wednesday-Friday at 07.00 pm.”
Deasy : “Ok, Ms. Anya I will call you tomorrow at 10.00 am to provide you with the trainer’s availability. If you agree, then we can revise your schedule right away.”