Customers often bristle at the word "policy" because it is usually used to tell customers they can't do something they want to do. Artful customer service reps sidestep any potential anger by helping customers understand the benefits. 

Here are a few options you can choose rather than stating "It's our policy":

• Safety. Some policies are designed with safety in mind. Explain to your customer that you want them to be safe.
• Efficiency. Policies are sometimes put in place so you can service customers more efficiently. Tell your customer how she will receive better service by doing it your way.
• Fairness. A few policies are put in place to make things fair for all customers. If this is the case, try to help your customer understand the bigger picture.