A woman returns a formal dress to your store.It is soiled and has a rip at the hem line,but she says she is returning it unworn because it doesn't fit.How do you inform her of your refusal to give her a refund?
A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a seamstress who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humour to soften the blow of your refusal.

Question

Quizplus · Accepted Answer

This response acknowledges the customer's complaint, but also explains that the store cannot accept damaged merchandise. Additionally, it offers a potential solution to the customer's problem by recommending a seamstress who could repair the dress for her. This response is polite and helpful, while also firm about the store's policy on returns.

A Woman Returns a Formal Dress to Your Store