A customer writes to complain that her mail-order merchandise arrived broken. She demands a refund. You check your records and find that she did not insure the delivery. You can't grant her a refund, so the BEST approach in your message is to
A) Tell her she's out of luck.
B) Inform her that the company's policy is to not offer refunds when an item is uninsured.
C) Suggest that she see if the item is repairable, and provide her with the names of local shops that could do the work.
D) Ask her what she was thinking when she declined the insurance.
E) Send a form letter that makes no mention of her specific situation.

Question

Quizplus · Accepted Answer

Offering a constructive solution by suggesting repair options shows empathy and provides the customer with a potential way to resolve the issue, even though a refund cannot be granted.

A Customer Writes to Complain That Her Mail-Order Merchandise Arrived