You must refuse a customer's request to return an item. What should you do first?
A)Decide what communication channel to use.
B)Consult with your company's legal staff.
C)Think about how the receiver will react to your refusal.
D)Try to get a colleague to deliver the bad news for you.

Question

You must refuse a customer's request to return an item. What should you do first? 
A)Decide what communication channel to use.
B)Consult with your company's legal staff.
C)Think about how the receiver will react to your refusal.
D)Try to get a colleague to deliver the bad news for you.

Quizplus · Accepted Answer

Before refusing a customer's request to return an item, it is important to think about how the receiver will react to your refusal. This can help you approach the situation in a way that is empathetic and understanding, and may even help you find a solution that works for both parties. While it may be necessary to consult with legal staff or consider the best communication channel to use, these steps should come after taking the time to think about the customer's perspective. Trying to get a colleague to deliver the bad news is also not a recommended approach, as it may make the customer feel like they are being passed around or not taken seriously.

You Must Refuse a Customer's Request to Return an Item