A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit
Which of the following would be the best way to refuse her request for a refund?
A) State that company policy prevents you from accepting the return but that if you had anything to say about it, you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humor to soften the blow of your refusal.
E) Let her know that she's not the first customer to try this, and threaten to call security.
Answer: B
Explanation: B) The key to the situation is to be as polite and helpful as possible. What you don't want to do is give the woman any cause to feel she is being treated unfairly.
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