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

question 9

Multiple Choice

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 your 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."

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Definitions:

Product Return

The process by which a customer returns a product to the seller for a refund or exchange.

Operating Statement

A financial document that provides a summary of a company's revenues, expenses, and profits over a specific period, often used to assess financial performance.

Selling Expenses

Costs incurred directly from the selling of products or services, including advertising, promotions, and sales personnel salaries.

Direct Labor

Labor costs directly associated with the production of goods or services, typically including wages of workers or employees involved in manufacturing.