How can customer service representatives effectively balance the need to follow company policies and procedures with the ability to provide personalized and empathetic service to each individual customer?

Customer service representatives can effectively balance the need to follow company policies and procedures while providing personalized and empathetic service by first understanding the policies thoroughly. They can then use their discretion to apply policies in a way that best meets the customer's needs. Building rapport with customers and actively listening to their concerns can help reps empathize with customers while still adhering to guidelines. Training and ongoing support from management can also help reps navigate these challenges successfully. Ultimately, finding a balance between following policies and providing personalized service requires a combination of knowledge, empathy, and communication skills.