A customer approaches a store associate, annoyed that a popular toy she wants isn’t on the shelf, despite the app on her phone showing it in stock. The inventory is only updated once per day on the app.
What should the associate do?
Encourage her to try buying the toy online since it’s popular and difficult to keep in stock
Give her the store’s phone number and tell her it’s best to call in the mornings to check inventory
Tell her the app is only updated once per day and popular toys sell out quickly
Explain that the app isn’t always up to date and encourage her to call the store instead
Apologize for the confusion and check when the next shipment of the toy is expected
The Correct Answer and Explanation is :
The correct answer is: Apologize for the confusion and check when the next shipment of the toy is expected.
Explanation:
In customer service, the key is to remain calm, empathetic, and solution-oriented. When a customer expresses frustration, the associate should first apologize for the inconvenience to validate the customer’s feelings. Acknowledging that the situation is frustrating shows the customer that you care about their experience.
After apologizing, the associate should go beyond simply explaining the app’s limitations or giving general advice. Instead, they should actively work to resolve the issue by checking for availability. This could involve checking the store’s stock system or contacting the inventory team to verify whether the toy is truly out of stock or if a shipment is expected soon.
Providing accurate information about when new stock will arrive is an excellent way to offer a solution. If the toy is in high demand, offering to hold one for the customer (if possible) or letting them know when it will be available in the future could help retain the customer’s interest and increase the likelihood of a sale.
Simply encouraging the customer to buy online or calling in the mornings may come across as dismissive and does not offer an immediate solution. Telling the customer that the app is not always up-to-date or that it only updates once per day may be perceived as a cop-out and does not acknowledge the customer’s current need.
Ultimately, the associate should demonstrate proactive service by checking on the next shipment or stock availability. This approach fosters trust and shows that the store values the customer’s business by going above and beyond to provide a resolution.