How can employees effectively navigate challenging customer interactions where exceeding expectations may conflict with company policies, while still ensuring a positive outcome for both the customer and the organization?

Employees can effectively navigate challenging customer interactions by first understanding company policies and guidelines to ensure compliance. They can then communicate openly with the customer to manage expectations and find common ground. Finding creative solutions within the boundaries of company policies can help exceed customer expectations while still protecting the organization's interests. Finally, seeking support from supervisors or higher management when necessary can help resolve conflicts and ensure a positive outcome for both the customer and the organization.