A customer tries to return sunglasses she bought earlier in the day because a lens popped out. She removed the tag, which is required for a
refund. She’s eligible for an exchange, but there are no more sunglasses in stock.
What should the associate do?
Check to see if the sunglasses are available online to ship directly to her
Tell the customer she’ll need to return to the store with the tag in order to receive a refund
Suggest she look around the store for something else to exchange the sunglasses for
Apologize and suggest she inspect items more closely before buying
The Correct Answer and Explanation is :
Correct Answer: Check to see if the sunglasses are available online to ship directly to her.
Explanation:
Customer service is rooted in problem-solving, empathy, and maintaining customer satisfaction. In this scenario, the customer is understandably upset due to a defective product, and it’s the associate’s responsibility to address her concerns while adhering to the store’s policies.
The customer is eligible for an exchange, but the product is out of stock. Offering to check online availability and shipping the replacement directly to her is the best solution because it:
- Solves the Problem: By ensuring she receives a functional replacement, the associate fulfills the intent of the exchange policy. This shows the store is committed to addressing the customer’s needs.
- Maintains Goodwill: Proactively solving the issue demonstrates empathy and a willingness to help. It shows the customer that the store values her business and is invested in resolving the inconvenience.
- Adheres to Policy: While the customer removed the tag, which is required for refunds, offering an exchange aligns with the store’s policies. Checking for online availability expands the options for resolving her issue.
Why the Other Options Are Less Ideal:
- Telling Her to Return with the Tag: This approach is rigid and unhelpful. It shifts responsibility back to the customer without solving her immediate problem, leading to frustration.
- Suggesting She Find Something Else to Exchange: While permissible, it may not meet her needs or satisfaction. Customers generally prefer a like-for-like resolution.
- Apologizing and Suggesting Inspection: This is dismissive and places blame on the customer, which can harm the store’s reputation and alienate her.
Ultimately, checking for online availability balances policy adherence with excellent customer service, turning a potentially negative experience into a positive one.