Question

A customer presents a toy doll bought a month ago, claiming it no longer functions. Which should the associate say FIRST?

a) Apologize and offer a refund immediately.
b) Insist on having a receipt for any return.
c) Express understanding and offer assistance with the issue.
d) Inquire about the reason for the malfunction before proceeding.

Answer 1

The best first response when a customer presents a malfunctioning toy doll is to express understanding and offer assistance before taking further action.

Step-by-step explanation:

When a customer presents a toy doll bought a month ago, claiming it no longer functions, the appropriate response for the associate to say FIRST would be to express understanding and offer assistance (option c). The customer experience begins with acknowledging the situation and validating the customer's feelings, which can help deescalate any potential frustration they may have about the product malfunctioning. Option c demonstrates good customer service skills.