Question

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?

A. Apologize for the inconvenience and process the return.
B. Offer a replacement laptop without further investigation.
C. Request additional details about the specific issue with the feature.
D. Direct the customer to the technical support department for assistance.

Answer 1

The ideal first response from the customer service associate is to request additional details about the specific issue with the non-functioning feature. Option C is correct.

Step-by-step explanation:

When a customer returns a laptop computer complaining about a non-functioning feature, the customer service associate should initially engage in problem-solving to address the issue effectively.

The most appropriate first step is C. Request additional details about the specific issue with the feature. This allows the customer service associate to understand the problem thoroughly, potentially resolve it without the need for a return or replacement, and ensure customer satisfaction.

By requesting additional details, the associate can determine whether the issue can be resolved quickly and efficiently, which could save time for both the customer and the company.

Direct communication about the problem ensures that the issue is properly understood. If the issue cannot be resolved promptly, the associate can then proceed to apologize for the inconvenience, offer a replacement, or direct the customer to technical support as needed.