When Stacy had to deal with an upset customer about a mistake in an order, she said the following: "I am very sorry about this problem, and I am glad that you have brought it to our attention
I understand that you feel as though you were mistreated. If the company
promises to reship the products correctly tomorrow at a 20% discount, would that be an
agreeable solution?" Did Stacy handle the customer correctly?
A. Yes, because she apologized, gave feedback, acknowledged their dissatisfaction,
and made a plan to meet expectations.
B. No, because by being so gracious the customer will likely try to find problems
another time to get the 20% off.
C. Yes, because she stood up for the company's position and did not let the
customer walk all over her.
D. No, because Stacy was too understanding. Good customer service favors the
company while still attempting to keep the customer content.
A
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