Which statement is MOST like how you would respond?
Offer a refund as you don’t believe the customer/member has done this before, and it’s not worth losing the business when a one-time exception is possible.
Which statement is LEAST like how you would respond?
Ask the customer/member about the purchase. If you believe him, offer a refund this one time.
Apologize, but explain the policy’s set timeline for returns. Stick to the policy to protect profits.
Offer store credit for the price of the product. It’s still a loss, but will lessen the impact.
Offer a refund as you don’t believe the customer/member has done this before, and it’s not worth losing the business when a one-time exception is possible.
The statement that is MOST like how you would respond is: “Offer a refund as you don’t believe the customer/member has done this before, and it’s not worth losing the business when a one-time exception is possible.”
This response shows empathy and a willingness to prioritize customer satisfaction, even if it means bending the rules a little for a loyal customer.
The statement that is LEAST like how you would respond is: “Apologize, but explain the policy’s set timeline for returns. Stick to the policy to protect profits.”
This response is less customer-centric and more focused on adhering strictly to policy, possibly at the expense of the customer’s experience and relationship with the business.
If you have more questions or need further assistance, feel free to ask!