Question

A customer is complaining to you about an issue they are having with your company’s product. You know from experience that this issue was caused by the customer. She is clearly wrong but is insisting that you fix the issue. What would you be MOST likely to do?
A. Let the customer finish complaining, then explain to her why she is having the issue.
B. Ask her to stop and explain that because she created the issue, the only thing to do is buy a new product
C. Tell her that you will get back to her after you ask your manager about the issue
D. Explain what she did to create the issue and help her purchase a new product
E. Tell her that you will replace the product, but she needs to be careful not to do this again

Answer 1

Answer:

A. Let the customer finish complaining, then explain to her why she is having the issue.

Explanation:

In dealing with customers it is important that conflicts is on de-escalation in such a way that the customer is satisfied after the transaction and does not feel bad about the incident.

In the given scenario the customer caused the issue but it is important to listen to their complaint and get clarity on the situation.

Cutting the customer short because a similar situation occurred in the past may not reveal all issues. So it is better to hear the customer's full complaint.

Then we need to explain to the customer why the customer is having the issue without emphasising they are wrong.

This will reduce bad feelings on the part of the customer