Week 5's Customer Service Story is brought to you by Xuan Hui

Background:
We would like to share this customer service experience which happened last Friday. One of our customers entered the store and approached us for a request to exchange a product. A few days ago, she purchased a bag worth $10 and requested for an exchange of another bag which costs $7.

The customer had the original receipt with her and it is within the seven days policy. In addition, the item that she brought back was in good condition with the price tag attached. Therefore, we agreed to do the exchange for her.

Problem:
However, the POS system does not allow us to perform a refund of $3. Therefore, we explained to the customer about our situation patiently. The customer was surprised and baffled as she thought we could refund the extra dollars as most of the external outlets have this policy in place.

In order to solve this problem, we decided to seek help from our supervisors. However, they were not at their desks. As such, we encouraged the customer to get another $3 item to top up for the difference. Another option for the customer was to exchange an item of a higher or equal value of the exchanged item.

Solution:
She looked around the shop and set her eyes upon the NIKE bag carried by the mannequin. Aftermuch thought, she decided to exchange for the NIKE bag instead and the exchange was done successfully and she was satisfied.

Learning points:
1. Do not always depend on the supervisor for help
2. Be flexible and try solving problems
3. React quickly to customers' demands