Tanya works as a customer care executive at the Squimm Group, a watchmaking company. She received a letter of complaint from a customer saying one of their watches was faulty, and he wanted a replacement. Tanya followed up by sending the customer a letter saying, "We would be happy to replace the watch if you mail or fax me the relevant receipt." What action did Tanya take?

Question

Quizplus · Accepted Answer

Tanya's response aims to maintain a positive relationship with the customer by offering a solution (replacement of the watch) contingent upon receiving the receipt, which demonstrates an effort to develop goodwill.

Tanya Works as a Customer Care Executive at the Squimm