You have spent years working in customer service. You have handled many customer returns, issues, and complaints. You currently work for a great company that is known for being very customer-centric, with customer satisfaction at the core of their mission and purpose. The organization has trained you well and has empowered you to make decisions to find solutions to customer complaints and concerns.
Below are five types of customer issues/complaints/returns. Write at least one full paragraph explaining how you would handle each situation as the representative faced with each of these customer concerns.
- A customer has a return but no longer has the receipt. The item appears new and unused.
- A customer has a coupon for $10 off a $100 toy purchase but did not see the fine print on the back of the receipt that says it cannot be used with certain toys. Once those toys are removed, the customer has $99.10 worth of approved toys.
- A customer is checking out with a long line behind them. An item will not scan, but the customer says the price of the item was listed at $9.99. It seems like an accurate price to you.
- A customer calls and says an item they ordered online was never delivered despite getting an email that says it was. The customer has video proof (via video-enabled doorbell) that the item was never brought to the door that day.
- A customer ordered food delivery from a restaurant via a third-party delivering service. The food delivered was of poor quality, and some items were missing. The customer calls the third-party service the food was ordered from to complain about the quality and missing items.
