You are a customer service representative at a retail store. Situation: A visibly frustrated customer approaches you demanding a full refund on a product purchased 45 days ago, but store policy only allows returns within 30 days. The customer claims the product was defective from day one and begins raising their voice. What is the MOST appropriate action?
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A
Calmly acknowledge the customer's frustration, apologize for the experience, and escalate to your manager to explore an exception given the defect claim
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B
Firmly remind the customer that policy is 30 days and there is nothing you can do, then walk away if they continue raising their voice
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C
Immediately offer a full refund without consulting your manager to avoid the confrontation
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D
Tell the customer to submit a written complaint online and walk them to the exit