Final answer:
When dealing with a customer's return issue at Footlocker, consult a manager for resolution to adhere to the return policy while addressing the customer's concerns. Managers have the authority to offer compromises that balance company policy with customer satisfaction.
Step-by-step explanation:
When faced with a customer at Footlocker who is arguing about a potential return, it's important to handle the situation professionally and with the aim of maintaining customer satisfaction without compromising company policy. Assuming the role of a staff member at Footlocker, the recommended action would be to (c) Consult a manager for resolution. This allows for adherence to the company's return policy while also addressing the customer's concerns. Managers often have the authority to make decisions that staff members cannot, such as offering a compromise in certain situations, like providing store credit or accepting the return with certain conditions if it benefits both the customer and the company. Always start the conversation by explaining the return policy clearly and sympathetically understanding the customer's issue.