Question

Provide an example of each of the six types of questions that a CSR might ask a customer: open, probing, closed, alternative-choice, leading, and direct. 4. You work as a customer service representative for a retail store. You receive the following e-mail from a customer: "Dear sir/madam, This is to bring to your attention that the hair dryer I recently purchased on October 2 doesn't work and is not up to expectations. This is the second time I have had issues with your products in a month. Except for these two products, I have been completely satisfied with your products. However, these issues have made me question continuing my business with you. I demand a working replacement, or my money refunded. Please advise. Thank you, Marilyn Rodgers." Using the fundamentals of business writing and communication techniques covered in this module, compose a professional error-free reply to this dissatisfied customer and address this issue to her hopeful satisfaction 5

Answer 1

Apologize for the inconvenience and offer a solution.

Step-by-step explanation:

Hello Marilyn,

Thank you for bringing this issue to our attention. We apologize for the inconvenience you have experienced with the hair dryer you purchased on October 2. We understand your frustration and would like to assure you that we will address the situation promptly.

In order to better assist you, we kindly request that you provide us with your order number and any details or specifics regarding the issues you encountered. This will enable us to investigate the matter thoroughly and propose the most suitable solution.

As a valued customer, your satisfaction is our top priority. Therefore, we would like to offer you two options: a replacement for the faulty hair dryer or a full refund for your purchase. We will arrange the necessary steps immediately upon receiving your response.

We deeply regret any inconvenience this has caused you and we appreciate your continued support of our products. We aim to rectify this situation promptly and hope to regain your trust in our brand.

Should you have any further questions or concerns, please feel free to reach out to us. We look forward to resolving this matter to your satisfaction.

Thank you for your understanding.

Sincerely,

Your Name

Customer Service Representative