Daniel,a customer service executive,has received a call from Mrs.Karen Lynn,a customer,complaining about a problem with her refrigerator.Mrs.Lynn wants to get the refrigerator fixed at no additional cost.However,the warranty period for the appliance has expired.In this scenario,which of the following responses will demonstrate Daniel's commitment to customer service?
A) "Mrs. Lynn, I cannot help you. The company policy states that customers have to bear the cost of repairs after the warranty period has expired."
B) "Mrs. Lynn, let me transfer your call to the sales department. They will brief you about the new products that are being offered this month."
C) "Mrs. Lynn, I've inquired about request, but the manager has said that the company cannot incur the cost of repairing your refrigerator."
D) "Mrs. Lynn, what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a two-year warranty on your appliance."

Question

Quizplus · Accepted Answer

A common way in which employees express lack of commitment is with the use of "they" language when dealing with customers. This can be in reference to management or policies or procedures; for example, "Mrs. Howard, I'd like to help but our policy (they) says." or "Mrs. Howard, I've checked on your request, but my manager (they) said we can't." An alternative to using "they" language is to take ownership or responsibility for a situation by telling the customer what you can do, not what you cannot do.

Daniel,a Customer Service Executive,has Received a Call from Mrs