You should start by listening carefully to the customer’s concern. Acknowledge their frustration without making promises you can't keep. Next, evaluate the situation against company rules. If the rules are too rigid, look for a compromise that aligns with both the customer’s needs and business priorities. Communicate your decision clearly and professionally, explaining the rationale. Finally, follow up to ensure the resolution worked and assess if company policies need adjustment to prevent similar issues.

Its important to have clear guidelines as part of company policy regarding Customer Relationship Managment.These need and must be made clear to all team members who deal with customers.As crucial as the former is so should these be made known to customer in a calm manner.Depending on the conflict on hand you may need to make somw tough decisions even if it means losing a customer for their irrational behaviour.

3 things are key Preemptively add customer contexts and outliers when making company rules Communicate clearly and set realistic expectations at all times. Especially during the presale conversations Be flexible and explore alternatives where possible

Customer facing teams need to understand why the rules are in place but also have a path for the exception. You can design a rule for every scenario, however, their will always be one scenario or set of events that was not thought thorough or the rule does not accommodate. Give the team a path to reconcile what many times are common sense scenarios. This may be in the form of an exception empowerment or 2nd level escalation.

- Actually Balancing loyalty and company rules is very essential in an organisation and there are few key ways to keep them balanced - Be honest with the Customer - Give realtime solutions or give expected ETA correctly - Do not promise what is not in your hands

Listen to the customer’s concerns, show understanding, and then try to offer a solution that follows company rules but also respects their needs. Be clear about why the rules are in place, and where possible, offer alternatives to keep the customer happy without breaking the rules.

Customer Success leadership should have in place boundaries and guidelines for teams who are customer-facing. The hardest conversation to have with a customer is when we have over-promised and under-delivered. The best way to avoid this is to work closely with all internal teams and understand their flows and capacity. Customer Success = Communication That is the key role of CS. Be the voice of the customer, know when to escalate or prioritize, and understand how the customer life cycle impacts each department in the organization.

Start by actively listening to the customer to understand their concerns. Empathise with their situation while explaining the company's policies clearly. Communicate ✅ Train colleagues to manage better ✅ Look for solutions ✅ Ensure all involved feel valued ✅ Review, refine and implement ✅ • Look for win-win solutions; if possible, offer alternatives that align with both the customer’s needs and company guidelines. • Encourage open communication, fostering a relationship where customers feel valued even when rules are enforced. •Regularly review policies to ensure they remain customer-friendly, and train staff to handle conflicts with empathy and flexibility. This builds loyalty while upholding company standards.

Company rules / policies are made for considering various things of majority customers. It is always better to communicate politely to the customer about it.

When customer loyalty meets company rules, it’s like a dance-off where you don’t want to step on toes. First, listen like a pro therapist, nodding with empathy. Then, channel your inner diplomat – find creative ways to meet the customer halfway without breaking rules. Sometimes, a dash of humor and transparency can defuse tension. If things get tricky, just say, “I’m here to make it work, let me check if I can pull a few strings.” Keep it smooth, be genuine, and remember – happy customers and happy bosses mean you’re winning!