Final answer:
If a DVD does not match the movie on the cover, apologize and reassure the customer by offering a correct replacement or a refund, while also ensuring steps are taken to prevent future errors.
Step-by-step explanation:
If you work for an online movie and music retailer and a customer is upset that a DVD she recently purchased did not contain the movie shown on the DVD cover, it is important to address the situation promptly and professionally.
Start by apologizing for the error and inconvenience caused. Reassure the customer that you will resolve the issue by checking the inventory for the correct DVD, arranging for a replacement to be sent, or offering a refund or store credit if the correct item is not available.
It is essential to communicate clearly and effectively, ensuring the customer feels heard and valued. Additionally, investigating how the mistake occurred and taking steps to prevent such errors in the future will improve overall customer satisfaction and trust in your company.