Which of the following statements makes it sound as if you are doing the customer a favor?
A) Although you have selected the wrong item, we are happy to take the trouble to exchange it.
B) Your business is important to us, so we are pleased to offer you rush shipping on this order.
C) Customer satisfaction is our top goal, so we will be happy to grant your request.
D) You are a valued customer, so please accept a 10% discount on your replacement order.
E) We are happy to send you the replacement piece by expedited mail.

Question

Quizplus · Accepted Answer

A) If you are going to grant a customer request, build goodwill by not making it sound as if you are doing the customer a favor. This statement specifies that the customer was at fault, and emphasizes the trouble it is taking for the exchange. Both of these elements make it sound like you are doing the customer a favor.

Which of the Following Statements Makes It Sound as If