Case Scenario: Read the scenario and answer the question that follows.
Hamptons Living Online Retail Boutique received this question from an online customer:
CUSTOMER 4562: How do I return a sweater I ordered that doesn't fit? I didn't see the option on my account records or on the main page. And will I be required to pay for shipping? The website is very confusing to me.
Hamptons Living Customer Service Rep Nancy responded:
NANCY: Hi! Hamptons Living makes returning your purchases as easy as 1, 2, 3! Just follow the simple instructions on the -home page. All preferred customer accounts receive free returns. You can sign up to be a preferred customer at any time. Please feel free to contact me if you have any further questions or need more information.
What advice should you give Nancy to improve her message?
- Personalize your response by specifically addressing the customer's situation, and avoid cliche responses.
- Respond courteously by emphasizing the positive outcomes for the customer.
- Promote your company, products, and services.