You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following points must be followed?
A) You must apologize to the customer for the inconvenience Say Cheese! caused in making it necessary for her to file this claim.
B) You should emphasize that the customer is to blame for placing an order below the required minimum value.
C) You need not apologize since Say Cheese! is not responsible for any problem.
D) You should make up an excuse explaining why the coupon code didn't work.
E) Say Cheese! must promise not to make this mistake again.

Question

Quizplus · Accepted Answer

C) The coupon code was not defective, it simply didn't work because this customer's merchandise total didn't meet the required minimum. So there is no mistake that Say Cheese! was responsible for. Even in the event of a problem an apology is not necessary, although it is also important not to blame the customer.

You Work for Say Cheese!, an Online Digital Photo Developing