Final answer:
The best initial response when a customer reports a faulty toy is to express understanding and offer assistance, as it demonstrates empathy and a readiness to solve the problem. Additional steps like troubleshooting or checking the receipt can follow.
Step-by-step explanation:
When a customer approaches the service desk with a faulty product, the associate should first demonstrate good customer service skills. The appropriate response is d) Express understanding and offer assistance with the issue. This approach shows empathy to the customer's situation and a willingness to help resolve the issue at hand. It sets a positive tone for the interaction and can lead to a more satisfactory resolution for both the customer and the company.
After expressing understanding and willingness to help, the associate can proceed with troubleshooting steps, such as checking if the toy's batteries need replacement, or ask further questions to understand the problem better. Depending on the store policy and the situation's specifics, the associate can then apologize, inquire about the receipt, and discuss the possibility of a return or replacement.