Read the passage.Marty is a customer service professional speaking to a dissatisfied caller. This customer purchased an alarm clock that is not working. However, during the conversation, Marty realizes that the product is not defective. Instead, the customer has failed to use it correctly.What is the best way for Marty to respond to the customer?
Answer
A
by hanging up on the call because it is a waste of company time
B
by loudly explaining how the clock works until the customer understands
C
by offering to ship a second alarm clock to the customer to replace the first one
D
by remaining calm and gently explaining to the customer how to use the product
Explanation
Marty should stay calm and explain how to use the clock in a gentle, respectful way. The clock works, so replacing it would not solve the problem, and hanging up or raising his voice would likely make the customer more upset. Choice D, remaining calm and gently explaining how to use the product, is the best response.
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