A customer calls and complains that a package he ordered has not arrived by the due date. When you check the delivery information, you see that it has not been delivered yet due to a stock shortage.
What would you say to the customer?
“I apologise; it seems that there has been a delay in your order. Would you like me to give you a call when it has been dispatched?”
“I’m sorry, it seems that we are currently out of stock, but I’m sure your package will be delivered soon.”
“You are right; the package was not delivered yet. Unfortunately, we are out of stock at the moment so there isn't much I can do to help.”
“I’m sorry; it seems that we’re out of stock of this product at the moment. You will have to be patient for a little longer.”
Correct answer is A
In this question, the answer choices are in the form of direct speech. This means we need to pay special attention to the way we communicate with the customer and demonstrate effective communication, in addition to the response itself.
Answer choice A begins with an apology. The scenario presents a customer with a problem caused by the company. In this situation, more than any other, an apology is in order. The response presented in this answer choice adds an offer to call the customer, thus giving extra service and showing proactivity and service orientation.
Answer choice B includes an apology and an optimistic tone but lacks an active effort to help.
Answer choice C acknowledges the customer’s complaint but lacks any active effort (“There isn’t much I can do”), which gives the impression that you are not taking responsibility for the problem.
Answer choice D includes an apology but again sounds passive and even condescending (telling the customer they will have to be patient).
