What do you do if a customer has a special request that goes against store policy?

When a customer has a special request that conflicts with store policy, the most effective approach is to politely explain the policy and suggest alternative options within the established guidelines. This method not only acknowledges the customer's needs but also maintains the integrity of the store's policies.

By explaining the policy, you provide transparency and clarity, helping the customer understand why certain requests cannot be accommodated. Additionally, offering alternative options demonstrates a willingness to assist and ensures that the customer still feels valued and heard. This approach can foster goodwill, enhance the customer experience, and potentially lead to a satisfactory resolution that aligns with both the customer’s desires and the company’s standards.