Final answer:
The customer service executive should communicate promptly with the customer, explain the delivery issue, apologize, and offer solutions such as rescheduling or compensation. Drawing from best practices, like L.L. Bean's money-back guarantee, can also reassure customers and address their concerns.
Step-by-step explanation:
If a customer service executive at a company is faced with the situation where a lawn mower cannot be delivered as scheduled, the executive has the responsibility to take prompt action to resolve the issue and maintain customer satisfaction. The best course of action is to communicate with the customer as soon as the delivery issue is known, explain the situation clearly, apologize for the inconvenience, and offer solutions such as rescheduling the delivery at a convenient time or providing some form of compensation (e.g., a discount, free accessory, or expedited shipping once the product is available).
Additionally, the customer service executive can draw from examples of good customer service practices, such as L.L. Bean's approach to handling imperfect information through policies like money-back guarantees and building a reputation for quality. These measures reassure customers and can mitigate dissatisfaction arising from delivery delays or product unavailability.