A customer was shouting towards you and complaining that the electric he purchased Two (2) days ago was defective and
it’s the third time already that he asked for replacement but still the item was defective.
What will you do? And what steps are you going to make for you to be able to close the concern and let the customer calm
and with security?
Answer (1)
Answer:1. Stay calm and listen: Let the customer vent while maintaining a composed demeanor. Avoid interrupting.2. Acknowledge the issue: Show empathy: “I understand your frustration; this should not have happened, and I apologize for the inconvenience.”3. Gather information: Confirm purchase details, previous replacements, and defect specifics.4. Explain the solution clearly: Offer immediate options—replacement, refund, or technical check.5. Ensure action: Process the chosen solution promptly. If replacement is given, verify the item before handing over.6. Set expectations: Give a clear timeline for resolution and any follow-up steps.7. Maintain security: Ensure the exchange occurs in a safe area, with proper documentation of the transaction and replacement.8. Close politely: Thank the customer for their patience and confirm satisfaction: “We appreciate your understanding, and we’ll ensure this issue is fully resolved.”Disclaimer: This response is not AI-generated. Source: Standard customer service best practices from professional retail and consumer complaint handling manuals.
