MANAGEMENT

Detailed explanation-1: -When your customer asks you to make an exception to the company policy regarding warranties, you should probably: Check with your immediate supervisor or manager. When customers return merchandise, you should: Treat them with the same respect you would if you were making a purchase.

Detailed explanation-2: -Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.” Positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!"

Detailed explanation-3: -A customer service center, also known as a contact center, is a specific part of an organization. The center is composed of customer representative staff. The main function is to manage all customer contacts. The customer service center is also an important part of customer relationship management.

Detailed explanation-4: -A customer indicates an item that he/she is looking for is not on the store shelves and asks an associate if there is any more in stock. How should the associate respond to the customer? Apologize to the customer in a friendly way, stop what he or she is doing and look in the stock room for the missing item.