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A customer is upset because she believed if she bought two products, she’d get two free. You explain the sale is actually buy two, get one free. She argues that’s not what the sign said.
What would you be most and least likely to do?
MOST
PICK ONE OF EACH
LEAST
Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free.
Tell her you’re sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say “buy two, get one free.”
Because the customer is getting upset, tell her you will talk to your supervisor to see if there’s anything you can do.
Walk with her to onbof the sale signs so she can see it does say “buy two, get one free.” Apologize that the sign was confusing.
The Correct Answer and Explanation is :
Most Likely Response:
“Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free.”
Least Likely Response:
“Tell her you’re sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say ‘buy two, get one free.'”
Explanation:
The most likely response, “Apologize for the confusion, but explain the sale again. Ask if she would like to put the fourth one back, since that one is not free,” is appropriate because it focuses on resolving the issue while maintaining professionalism. By apologizing for the confusion, you acknowledge the customer’s frustration, which is a key element in customer service. It’s important to explain the sale clearly, as the customer may have misunderstood. Asking if she would like to put the fourth item back shows an attempt to resolve the issue practically and equitably, ensuring that both parties are satisfied without compromising the store’s policies.
On the other hand, the least likely response, “Tell her you’re sorry and explain that a lot of people misread the sign. Reiterate that the sign does in fact say ‘buy two, get one free,'” while still polite, could inadvertently come off as dismissive. By suggesting that “a lot of people misread the sign,” you imply that the customer is at fault. This can make the customer feel embarrassed or more upset, potentially worsening the situation. Instead of simply reiterating the policy and potentially making the customer feel like they were wrong, it’s better to focus on a solution and provide more empathetic guidance.
In customer service, especially in situations like these, it’s vital to stay calm, polite, and solution-focused. Apologizing for the confusion and offering to correct the situation is far more effective than reasserting the terms of the sale without empathy. This approach also helps maintain customer loyalty, as people are more likely to return to businesses where they feel heard and respected.