"You work here so you should be able to accomodate my request

[snugglegirl05]

How do you answer this question from 1) a difficult customer, 2) a pissed off customer, or 3) an upset customer?...

But you work here so you should be able to accommodate my request... especially when you do not have the authority to do that.

[Pixilated]

I would just keep repeating, "I'm sorry but I don't have the authority to do that." Depending on the customer's attitude (was #1 on your list a deliberate misspelling, by the way ...?) I might add, "I'm sorry, I know you're upset/disappointed, but I don't have the authority to do that." Or, "The person who does is my boss; he/she will be here [give day and time]. I can leave a message for him/her, or you can come back at that time."

But if it's a true SC, just go robotic on them and keep repeating, in as flat a tone as you can manage, that you don't have the authority to do such-and-such. They won't hear anything else you say anyway, so no point in wasting your breath.

[snugglegirl05]

[QUOTE=Pixilated;1152994] Depending on the customer's attitude (was #1 on your list a deliberate misspelling, by the way ...?)

Oops.. just caught that mistake. Fixed it.

[bainsidhe]

I think it would depend on what they're asking of you. Are they asking something that could be allowed, if your manager were present? Or are they asking for something against policy or for something that wouldn't be allowed ever anyway?

If a manager or another department could and would approve it: "I'm sorry, I can't approve that. You'll have to speak with so-and-so about this."

If it's something that wouldn't be approved anyway (such as giving away free/discounted parking): "I'm sorry, but I can't do that. The parking garage/my company won't allow that, etc."

While simply stating "I don't have the authority" is completely true, it also puts the attention on you instead of who is really controlling the rules. Just my two cents.

[mathnerd]

"I really wish I could help you, but unfortunately I am not authorized to do XYZ", followed by getting the manager or providing contact information for the person who either can authorize the request or who's pay grade is high enough to be forced to deal with it.

If I think the customer is receptive, I change it to "If I ran the world I'd do this for you, but since they haven't elected me empress yet, I have to follow the rules the company has in place." I've found that a little light humor along with a little understanding goes a long way towards diffusing a situation.

[MoonCat]

I just tell them I'll have the manager look into it and call them back....assuming it's something that our dept. is responsible for.

If they actually need another dept. (and this happens a lot), I tell them I don't have access to that dept's computer system (true), so I can't actually do whatever task they need to have done. I can transfer them and/or give them the other number and/or email to call or email.

[sylvier]

I always like to ask the SC if they'd rather talk to Mrs Boss Lady - they usually shut up