BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
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Check with your immediate supervisor or manager
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Make the exception, but only if the customer promises to make additional purchases
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Tell him you do not make exceptions
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Tell them to buy the product again and return the broken one in the new box.
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Explanation:
Detailed explanation-1: -When a customer asks to talk to a supervisor, don’t refuse. A refusal is viewed as adversarial and this will just make the customer more forceful in their attempt to escalate. The second thing you need to avoid is immediately transferring. If you say, “Hold while I transfer you, ” you could sound dismissive.
Detailed explanation-2: -Spend more time listening and asking Instead, gently get to the root of the question. It might be that the customer is asking about a product or service you don’t even offer. If that’s the case, you can simply inform them that they can seek the answer from the appropriate authority.
There is 1 question to complete.