How can you avoid conflict with your manager when dealing with a customer?

You and your manager should always look for the best interest of your customers, with that been said, when dealing with such an event where returning or exchanging is on action, you should always tell the customer that the company policy is this and that, and based on your power or authority you are not allowed to authorize this, so when the manager says (yes!) you are still doing your job and wouldn't look bad. 

You also need to have a one-on-one meeting where you get things agreed upon for future reference, because if this happen a lot and other customers sees it, it will look like you are the problem, when it's truly not. 

I believe that it is very critical that the relationship between the customer service representative and his/her manager should start on clear terms. It is very embarrassing for a customer service representative to tell the customer one thing, and that what they were told is based on company rules and regulations, then have the manager step in and tell the customer otherwise.

It would make the the employee look bad, and make the manager look like they're not on the same terms as the employee. However, this doesn't mean that I don't think there will be exceptions in certain situations, but there should be some form of scale on which the employee can measure the importance of certain situations. Based on this scale, an employee can resort to the manager before the issue escalates so that the customer doesn't witness any conflict between the employee and the manager in the first place.

I think it is better in this situation will be.

After the incident, talk to superiors and find out the above issues in more detail.

With regard to the situation in which I put the boss, he just wanted to keep the customer happy, and this is most important.

Thanks for invitation.

Take a positive approach in this case and forget your ego. Just  exchange the item with your customer and tell  the customer that the Manager has reviewed the situation and kindly approved exchange. This will have dual benefit:

• Your manager will be happy -so you are with the boss- a good investment for future.
• Customer will be happy and he will advocate for your product . So,  you will have more sale, which ultimately turn into more profit.

I can avoid conflict with my manager by presenting him with solutions to what caused the conflict in the first place.

WE have to follow certain rules and regulations of the company but in everycase customer is always right so I will accept my fault and go with the manager to refund 

Understand the core business, impact & responsibilities, Subject matter expert in process/product management.

Sharing of knowledge & healthy discussion between manager. 

Appropriate situiation handling, understand how things to be dealt.

Effective communication with manger.

you and your manager should always look for the best interest of your customers with that been said when dealing with such an event where ...

 i dont think so i should just ask the manager the reason for him accepting the damaged product back and understand the implications of the same for the organisation as  a whole in the larger picture 

The company's best interest should always be top priority. No short cuts or cutting corners. In this case, rules and regulations concerning return or exchange items should be strictly followed. However, in some cases, decisions on such may vary depending on the customer your dealing with. Know your customer well whether he or she can be granted accomodation justified by you and approved by the manager. Reiterate to the customer that if and when accomodated, such is a priveledge and not a right extended to only few valued clients on a case to case basis. I believe this approach would best promote company policy, approval chain on deviations and customer loyalty. It's a win win solution. Hope this would suffice your question.