Question

A customer is noticeably upset, and the latest problem occurred only a couple weeks past the warranty deadline. What might you do to lessen the problem?

1) Offer to backdate the job to come in under the warranty period.
2) Tell the customer you can't promise anything but you will try to get the manufacturer to extend the warranty, although you really aren't planning to waste any time to do this.
3) Tell the customer you can't promise anything but you will try to get the product maker to extend the warranty, and then do so.
4) Ask the boss to handle this one.

Answer 1

The professional and ethical approach is to try to get the manufacturer to extend the warranty or to refer the issue to a supervisor, always keeping transparency and customer satisfaction in focus.

Step-by-step explanation:

When dealing with a customer who is upset because a product issue occurred just past the warranty deadline, the most professional approach is to communicate openly and honestly while attempting to offer a solution. Extending the warranty or providing service under the terms of the expired warranty might be an option. It's important to act with integrity and not make promises you do not intend to keep. The ethical options include:

• Attempting to get the manufacturer to extend the warranty, a gesture that shows good faith in customer relations.
• Asking a supervisor or boss to handle the situation if it is outside your scope of decision-making power.

The goal is to help the customer feel respected and valued, and to look for viable solutions within the company's policies.