Question

A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?

a. Thank the customer, apologize for the inconvenience, and ask him information about the delivery.
b. Thank the customer for the call, and put him on hold while the sales associate calls the delivery department for information.
c. Thank the customer for the call, and transfer the customer to the delivery department.
d. Apologize for the inconvenience, and offer a discount on the customer's next purchase.

Answer 1

The associate should courteously acknowledge the complaint, apologize for the inconvenience, gather details about the delivery, work swiftly to resolve the issue, and offer appropriate compensation if necessary.

Step-by-step explanation:

In handling a customer complaint about a late refrigerator delivery, the best approach for an associate would be to:

1. Thank the customer for bringing the issue to their attention.
2. Apologize sincerely for the inconvenience caused by the delay.
3. Request necessary information about the delivery to understand the situation better.
4. Take immediate action to resolve the issue, such as checking with the delivery department for details and providing the customer with an update.
5. Offer compensation if appropriate, like a discount on a future purchase or expedited delivery once the item is available.

This approach addresses the customer's concern respectfully and efficiently, while also working towards a solution that is satisfactory for the customer.