A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund?
A) Use humor to soften the blow of your refusal.
B) 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.
C) 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 tailor who can fix the tear and alter the dress for her.
D) Challenge the woman to try on the dress and prove that it doesn't fit.

Question

Quizplus · Accepted Answer

Option C acknowledges the customer's complaint and offers a helpful solution. It also explains the store's policy without being confrontational. Option A may not be appropriate because humor can be subjective and may not be well received in this situation. Option B may come across as insincere and unhelpful. Option D is confrontational and may escalate the situation further.

A Woman Returns a Formal Dress to Your Store