How do you handle people complaining about store policies? I don't make the rules, but I don't want to be rude

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“I understand your frustration, however this something out of my control. If you would like to escalate a complaint, I’d be happy to direct you towards our customer service team”

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Sometimes it can be helpful to explain how the policy actually benefits them. For example, return policies and how they prevent fraudulent returns, thus keeping prices from escalating unnecessarily. Empathize that you understand how frustrating it is and try to offer alternatives when possible. A lot of times the connection and understanding goes a long way and can turn the experience around.

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I try to be empathetic while not leaving much room to argue. I tell them I understand their frustration, explain why we have the policy if I can and that I don't make the rules.

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