أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
A reciept is the companies safety net. It is the customers responsiblity to read this reciept and understand the company's policy. Refund and exchange policies are stated on the reciept.
If I had an angry customer, I would firstly apologise for any inconvience and i would empathize with their situation. I would then calmy explain the company's policy on refunds and exchanges. I would offer to exchange the product or give them store credit to try and keep the customer returning to the store.
Never argue with the customer, never tell them they are wrong, remain calm and professional.
Politeness and efficiency must control your behavior, to manage this situation as much as possible
First, i would make sure the client calms down and well collceted by listening to his/her concerns without interruption. Then in a calm manner, i will professionally explain to the client the company policy is stated on the receipt which i have no right to counter.
However, client is the king and should be accorded the best treatment whenever need arises.I can either offer them exhange for other items or provide them store credit to maintain customer retention.
Always resort to a win-win solution.
1.Let the customer vent out with the problem
2. Acknowledge his feelings and empathize,Go beyond the surface to understand why he is frustrated to this point.
3.Tell the customer that you're on their side while analyzing the situation to offer the appropriate resolution.
4.Build rapport to achieve positive feelings and bond between you and the customer
5.Inform the customer that the possibility and process of a refund might be a little lengthy and difficult to achieve.
6-Then offer the next best action/alternative that will be a convenient resolution for the customer and a cheap/efficient alternative to the company as well.
Everyone's happy.
First and foremost, I will acknowledge the customer's problem. I will inform the customer of the company's policy and engage him/her that once he bought or purchase a product from the company, that he is under or accepted the terms and conditions. I will empathise and apologize for whatever he might not had understood. Once the customer fully acknowledge the policy, then on that time will I inform him that there will no refunds that will be provided. Once again, I will apologise and inform him/her, about thing or process to avoid the same mistake.
First of All I will listen carfully to the customer , ask if he knows the policy so I make it clear if not .tell him that we are working hard to make him satisfied via the policy that is sure has been told to him , Aplogize and empathize with the customer and in a friendly and professional way I will tell him that due to the policy we can't refund him and offer any available solution for him " repairing or exchanging " . if the customer insist I will tell him that I will send an email for that request and let him know if the company would make an exception .Repeating my empathsize and apoligy and that I'm doing my best to help .
As an Ambassador for my Brand, I would firstly apologise for any inconvenience and i would empathize with the customer, and in a calm manner explain that i understand the predicament, however at the same time elaborate on the company's policy on refunds and exchanges.
I would then evaluate the cost implication to the customer and negotiate a win win, by offering an instore credit or similar compensation, as to ensure that we retain a happy customer.
Agreed with the answer of Professor Mr. Najib, thanks
And accept my respect
Provide some extra service/bonus for the customer instead of refund.
First, understand why the customer is angry.
Apologise for the inconvenience and empathise. Show them that the complany cares for them and they are important. This will reduce their anger
Explain company's policy with politness that they agreed to before signing up.
Offer alternate solution i.e. store credit, oncec off or ongoing discount depending on the product and situation.