BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Consider alternatives, such as offering a discount coupon or a free sample
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Agree with him that the product is defective & should be replaced, but tell him that the store won’t let you do anything about it
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Do what the customer asks; management will have to support your decision
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Apologize for your store’s policy
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Detailed explanation-1: -Address the Issue Sometimes a simple acknowledgement about the frustration will help customers relax and feel less resentful. For example, “Sorry for the long line folks, we’re a bit under-staffed. We know your time is valuable and we appreciate your patience. We’ll get to you as soon as possible.”
Detailed explanation-2: -Stay calm. Responding in kind will not solve anything, and it will usually escalate the situation. Instead, remind the customer that you are there to help them and are their best immediate chance of resolving the situation. This simple statement often helps defuse the situation.
Detailed explanation-3: -The company’s return policy should always be clearly displayed in writing. . If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.