What steps should you take before granting an exception to policy?

• A. Grant the exception immediately to satisfy the customer.
• B. Assess the request, determine feasibility, consult policy, and escalate if necessary.
• C. Ignore the request.
• D. Ask the customer to accept a different product.

Answer: (B)

Before granting an exception to policy, you engage a deliberate assessment to protect fairness and compliance. Start by clarifying the request, the customer's need, and the potential impact. Then check feasibility within the policy framework and consider what conditions or concessions would be required. Review the policy language to confirm what constitutes an exception, and determine whether escalation is needed for authorization. If required, bring the case to a supervisor or the appropriate approver and obtain written permission. Document the decision rationale and any conditions tied to the exception. This helps ensure consistency across customers, reduces risk of noncompliance, and preserves the integrity of service standards while still delivering good customer care. Granting an exception without this review can create uneven treatment and potential policy breaches; ignoring the request defeats customer service; offering a different product doesn’t address whether the original exception could be approved.