Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, in which of the following ways should Gwen handle the second request?

A) She should ignore the second request.
B) She should write the second response using the inductive approach.
C) She should place the refusal in the first sentence of her second response.
D) She should resend the first response.

Question

Natalia Davis · Accepted Answer

Final Answer : C, Explanation :  As the customer has already been informed about the no-return policy in the first response, Gwen should be clear and direct in her second response. She should place the refusal in the first sentence of the second response to avoid any confusion or delay in providing a response to the customer. Ignoring the request is not a professional way to address the situation, while resending the first response or using the inductive approach will not be helpful in this case. Hence, option C is the best choice.

Definitions

Learning Objectives

Learning Objectives

Related questions