An angry customer has emailed Kurtis wanting to know why the custom luggage he ordered three weeks ago hasn't arrived yet. When Kurtis looks up the order, he discovers that the customer never chose the type and color of hardware he wanted. How should Kurtis respond to avoid blaming the customer?
A) If you had read the instructions completely, you would have seen that you needed to complete all choices before work could begin.
B) You didn't bother to pick hardware styles or colors, so there was no way we could complete your order.
C) We are very busy and need to focus on the orders of customers who actually filled out the options form correctly.
D) To complete your order, please use the attached form to choose the style and color of hardware that you prefer.
E) You forgot to choose hardware for your luggage, so we're waiting on you to do that.

Question

Quizplus · Accepted Answer

Option D is the best choice as it provides a solution to the customer's problem without blaming them for their mistake. It also includes an attached form to make the process easier for the customer. Option A and B are blaming the customer for their mistake, which is not an appropriate way to communicate with customers. Option C is unprofessional and dismissive of the customer's concerns. Option E is slightly accusatory and could be perceived as rude.

An Angry Customer Has Emailed Kurtis Wanting to Know Why