Customer Service Scenarios 1

The customer arrives to pick up a stereo from the repair department. The customer states that the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After twenty minutes, the customer is angry.  What should the associate do?  

• Sell the customer a new stereo at a reduced price

• Tell the customer you are sorry, the call was a mistake

• Apologize and offer to locate and then deliver the stereo

• Refer the customer to a supervisor

Answer explanation

The associate should apologize to the customer for the inconvenience and offer to locate the stereo and then deliver it to them. This shows empathy towards the customer's frustration and takes responsibility for the mistake made by the repair department. By offering to find and deliver the stereo, the associate is taking steps to rectify the situation and provide a satisfactory resolution for the customer.

A customer enters the store with a dog. Animals are not allowed in the store. The customer appears to be blind.  Which of these should the sales associate do?

• Stay out of the customer’s way

• Offer to help the customer

• Tell the customer that dogs are not allowed in the store

• Wait until the customer ask for help

Answer explanation

Based on the information given, the customer appears to be blind and has entered the store with a dog. Since the customer may require assistance due to their visual impairment, it would be appropriate for the associate to offer help. This shows empathy and understanding towards the customer's needs, while also ensuring that they have a positive shopping experience.

An angry customer returns pants that are faded after the first washing. What should the associate do?

• Question the customer about how the pants were washed

• Exchange the pants and go over the washing instructions with the customer

• Look at the label to determine if the pants are designed to fade

• Contact the manufacturer to find out what went wrong

Answer explanation

The associate should prioritize customer satisfaction while also addressing the potential cause of the fading. Exchanging the pants shows a commitment to the customer, and reviewing the washing instructions can prevent future issues.

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation service for freezers. Which of the following is the BEST response?  

• “Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.

• “I am sorry for the misunderstanding, but you do not need installation service for this unit.”

• “We offer installation on some items, but freezers are not included.”

• “All you have to do is simply plug it in. It does not need any special hook-ups.”

Answer explanation

The question is asking for the best response to a customer who wants a freezer installed, but the store doesn't offer that service. The best response should address the customer's request, explain the situation, and potentially offer an alternative.

The most helpful and informative response is to explain that the store doesn't install freezers but to offer guidance on how the customer can do it themselves. This acknowledges the customer's need and provides a solution.

An associate is reassigned from a small suburban work site to a busy city work site. The new site has a different customer base and product line. How can the associate best prepare to make a smooth transition?

• Meet with the new store manager and ask for guidance.

• Plan to use the same customer service techniques he has always found to be successful.

• Talk with friends who are more experienced who currently work in the city.

• Expect not to be able to serve some customers.

Answer explanation

To make a smooth transition to the new busy city work site with a different customer base and product line, the associate should meet with the new store manager and ask for guidance. This will allow the associate to gain valuable insights about the new site, understand the expectations, and learn about any specific strategies or techniques that may be required to succeed in the new environment. By seeking guidance from the store manager, the associate can proactively adapt their approach and ensure a seamless transition.

A customer buys eight $2.99 candy bars on sale for $.99. The register rings full prices of $2.99. What should the associate do first?

• Ask the customer to prove that the item is on sale.

• Void the sale and ring up the candy bar at the sale price.

• Tell the customer the sale is over, and the sale price can no longer be honored.

• Since the register rung up $2.99, ask the customer to pay full price.

Answer explanation

The associate should void the sale and ring up the candy bar at the sale price because the customer purchased the candy bars during the sale period. This means that they are entitled to the discounted price of $0.99 per candy bar. Voiding the sale and re-entering the items at the correct price will ensure that the customer is charged the correct amount.

A customer calls a banking center to report that the ATM fees on his account are incorrect.  During  the call, the call center computer system goes down, making it impossible to check the customer's account.  What should the call center associate do?

• Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working

• Apologize to the customer for the inconvenience, and put the customer on hold and hope that the computer system will be working soon.

• Apologize to the customer for the inconvenience, and suggest the customer use on-line banking instead

• Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working

Answer explanation

In this situation, the call center associate should apologize to the customer for the inconvenience caused by the computer system going down. Since they are unable to check the customer's account at the moment, the associate should offer to call the customer back when the system is working. This ensures that the customer's issue will be addressed once the system is operational again, providing a solution to their problem and showing good customer service.

A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00AM  and noon.  At 1:00 PM the customer calls to report that the sofa has not been delivered and she must leave the house.  How should the Customer Service Associate respond?

• Explain to the customer that deliveries often run behind schedule.

• Tell the customer to call the delivery department.

• Apologize and arrange to deliver the sofa at the next convenient time for the customer.

• Tell the customer that she should have called earlier so that the associate could’ve had enough time to deal with the problem.

Answer explanation

The Customer Service Associate should apologize for the delay and offer to reschedule the delivery at a time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It also aims to find a solution that accommodates the customer's needs.

An associate has read the following safety information in a product manual:

Do not use near water.

It is simple for use by children under the age of ten.

Do not operate for more than 30 minutes.

Always unplug immediately after use.

A customer comes in to buy the product and says the gift is for a grandchild. What should the associate do first?

• Ask the customer the age of the grandchild.

• Try to interest the customer in the carrying case for the product.

• Give the product information to the customer to read.

• Sell the product to the customer.

Answer explanation

The associate should ask the customer the age of the grandchild because the safety information in the product manual mentions that the product is not suitable for children under the age of ten. By asking the age of the grandchild, the associate can determine if the product is appropriate for the intended recipient and provide the customer with the necessary information to make an informed decision.

An employee of a small company has duties include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?

• Offer the customer a choice of holding while he finds the answer or receiving a call back.

• Give the customer as much an answer as possible based on the knowledge he has.

• With the customer on hold search for the answers quickly while the customer holds.

• Tell the customer he doesn’t know the answer to that question and politely end the call.

Answer explanation

The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This is the best option because it shows the employee's willingness to help the customer and find a solution to their question. It gives the customer the option to either wait for the answer or have the employee call them back with the information. This ensures that the customer's needs are met and that they feel valued and taken care of by the company.