You Need to Reply to an Angry Customer About a Problem

question 10

Multiple Choice

You need to reply to an angry customer about a problem with her recent purchase. From her message it is clear that the problem occurred because she incorrectly used the product. Which of the following would be best to include in your reply?

• A) "Unfortunately this mistake is all your fault since you misused the product. You will have to buy a new one - would you like 10% off?"
• B) "Operator error is not our responsibility. Even though we don't have to we will offer you a coupon good for a discount on your next purchase."
• C) "If you had read the manual you would not have broken the product. Please accept a discount on a replacement item and next time don't forget to read the manual!"
• D) "We appreciate your business and only wish that you hadn't misused the product. Unfortunately you will have to buy a new one yourself. We will also give you a discount."
• E) "Use of the product in this manner is inconsistent with our recommendations, and is not covered by your warranty. In appreciation for your business we can offer you a discount on a replacement item."

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Definitions:

Secondary Labour Market

Part of the labor market characterized by low pay, job insecurity, and limited career opportunities, often contrasting with primary labor markets that offer better employment conditions.

Primary Labour Market

The part of the labor market that offers high-paying jobs, good working conditions, and security to its workers, often requiring higher education and specific skills.

Professional Association

An organization seeking to further a particular profession, protect the interests of its members, and maintain standards of practice.

Trade Union

An organization of workers formed to protect and advance their rights and interests through collective bargaining and other means.