Question

Imagine you are the Customer Support Manager in an e-commerce organization. A customer has been delivered the wrong product twice, and is disgruntled and angry because of that and also the level of support provided to him. The customer feels that the support representative handling the issue is not able to bring the issue to a conclusion and therefore has escalated the issue to you.As the manager, you are now required to draft an appropriate email response to the customer to diffuse the situation. Please ensure your reply is between 100 to 150 words

Answer 1

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• Tim stands up with a smile on his face, ready to greet him, when the dam bursts – his client explodes into an angry tirade because Tim's organization has failed to make a delivery on time. Because of this, the client was unable to demonstrate a key product, which meant that he lost an important sale.

• Tim does his best to reason with his client, but nothing he says helps the situation. The client only gets angrier, shouting accusations and spiraling further into a rage. Within a few minutes he walks out, vowing never to do business with Tim's organization again.

Answer 2

Explanation:

Respected customer,

I am sorry to inform you but we won't be able to proceed with your request. I apologize that twice a wrong product was delivered to you twice. But, apparently this mistake is caused from the seller's side. We have contacted him and asked him to deliver you the right product. If that does not happen in the next few days then we will provide you with the refund. The refund would be credited to your account.

We are sincerely sorry that we are unable to offer you any instant help in this case.

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