179. It's your first day as a new customer service rep. The first customer yelled at you after having to wait in line, the second threatened to sue the company if you didn't give her a discount she wanted, and the third asked at least a dozen questions but was too impatient to wait for your answers. To top it all off, your supervisor, who has been monitoring your performance, points out that you are taking too much time with customers and need to be more efficient. How would you be feeling at this point?
I'd be fed up, declare that this job is NOT for me, and quit that same day.
I'd be extremely upset, and probably wouldn't be able to focus the rest of the day.
I'd give the job one more week - if my days continued to be like this, I would quit.
I'd be a little put off or discouraged, but would accept the fact that this is what the job entails.
I'd be hoping that the rest of the clients to follow are easier to deal with.
I wouldn't be in the best mood, but I'd get used to it.
180. A customer has come to your store to return a dress that you sold to her yesterday. She claims that she changed her mind and decided she didn't really like it, but upon inspecting the dress, you're not very convinced of her story. It clearly looks worn - and you happen to know that it was in perfect condition when she bought it. You calmly tell the client that you cannot return her money because of the condition of the dress, and she immediately starts yelling at you, calling you names, and causing a scene. How would you respond?
I'd calmly show her the evidence that the dress has been worn, and explain clearly that according to the store's return policy, I cannot return her money.
I'd call the manager and have him/her deal with this customer.
I'd tell her point blank that I know she wore the dress - I would probably be a little angry when I said it, but I would do my best to control my temper.
I'd tell her off. I'm not going to pull any punches - if she wants to start an argument, she picked the wrong person to mess with!
I'd keep my mouth shut and return her money.
181. A client wants to return a product that she is not happy with. She is returning it within the designated time and has not damaged the product, so it's a viable return. She has simply changed her mind. The item is very expensive, and with business being slow lately, having to refund such a high-priced product is rather unfortunate. What would you do?
I would just refund the client. It's regrettable, but she has the right to return it if she's not happy.
Refund her, but I would make it clear, in my tone and body language, that I am not happy about it.
Tell her in a subtle way that she's making a big mistake.
Tell her flat out that she's passing up on the best product on the market.
Ask her questions as to why she's returning it, and see if I can get her to change her mind about the product.