Question

Mrs. Grant has an interview with Spencer, a caterer, to discuss hiring him for a wedding. Spencer arrives on time and gets right to business. Spencer asks Mrs. Grant questions about her needs and writes down her answers in a serious way without looking up. Then he reads from his company's menu and policy pamphlet, describes his food and services, gives her a quick estimate and says brusquely that he has to run.

Mrs. Grant is irritated and calls Spencer's supervisor, who tells Spencer to call Mrs. Grant back and resolve the problem.
What can Spencer do to resolve the customer's problem?
Select an option from the choices below and click Next.
a Spencer should explain to Mrs. Grant that his attitude only seems rude because he is highly efficient.
b Spencer should call Mrs. Grant right away and apologize for misunderstanding her service and financial needs.
C Spencer should wait a few days to call in the hopes that Mrs. Grant will calm down.
d Spencer should apologize for his poor communication and ask what he can do to make her happy

Answer 1

Spencer should apologize for his poor communication and ask Mrs. Grant how he can correct the situation to ensure her satisfaction with the service. He should express regret, listen to her needs, and offer solutions or incentives to improve the experience.

Step-by-step explanation:

To resolve the customer's problem, Spencer should take a professional and customer-centric approach. An ideal solution would be option d: Spencer should apologize for his poor communication and ask what he can do to make her happy. This response acknowledges that the service provided was not up to the customer's expectations while also opening up a dialogue about how the issue can be rectified.

He should express regret for any inconvenience caused, demonstrate that he values her business, and is willing to go the extra mile to ensure her satisfaction. If necessary, he could offer to personalize the service to better fit her needs or provide additional incentives that would make up for the initial poor experience. Importantly, Spencer should ensure that, going forward, he improves his communication skills and demonstrates more attention to customer service.