Question
Situation 1-A Customer approaches you on the shop floor. They complain that they have come in a few times to find a product is unavailable. There is a ticket on the shelf, but no product above it. & }(l) First Choice & Second Choice & Third Choice Say the product is out of stock and suggest they go to a competitor's store down the road. & 0 & 0 & 0 Recommend an alternative and speak to your manager to find out when it will be back in stock. & 0 & 0 & 0 Apologise to the customer and go and see if you can find the product in the warehouse. & 0 & 0 & 0
Answer
4.4
(171 Votes)
Una
Master · Tutor for 5 years
Answer
Comparing the three possible directions makes it clear that Options 2 and 3 are plausible. However, seeking manager's assistance(Table 2) to locate the unavailable item indicates commitment towards service-delivery, extends the swap scope if required, assists in bridging shelf availability gaps and consequently, re-inspires customer trust in your brand leading to better customer retention. Hence, the selected answer is the second choice i.e. "Recommend an alternative and speak to your manager to find out when it will be back in stock." but also partially considering third option i.e., "Apologising and checking warehouse for product availability" as courtesy requires not leaving customer unsupervised. So, proposals 2 and 3 jointly assist towards enhanced solution delivery in this context.
Explanation
## Step1: In the given context, you need to assess the situation carefully and handle it tactfully. As a customer service professional, it's crucial to meet (and preferably exceed) the expectations of your customer while upholding your company's reputation.## Step2:The first approach isn't ideal as it inherently deflects the customer towards a competitor. As a standard customer service rule, driving your valuable customers to a competing firm should be strategically avoided. Thus, Option 1 isn't appropriate in this scenario.## Step3:The second strategy involves offering an alternative product according to customer's needs and influencing your managerial authority to enquire about the out-of-stock product's replenishment. This respectable option blends mutually beneficial operational aspects - customer requiremet fulfillment and the company's proactive approach to manage its customer.## Step4:The third approach implies that we take immediate action to rectify the situation by searching for the recommended product possibly in the warehouse. An 'action-oriented' behavior mirrors promptness and enterprising attitude gracefully directing towards customer satisfaction.