How do you handle situations where a customer wants to return a product that has been altered or damaged?
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Sample interview questions: How do you handle situations where a customer wants to return a product that has been altered or damaged?
Sample answer:
Handling Returns of Altered or Damaged Products
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Assess the Situation:
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Inspect the product thoroughly to determine the extent of the alteration or damage.
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Gather information from the customer about when and how the alteration or damage occurred.
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Review Company Policies:
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Determine the company’s policies for returns of altered or damaged products.
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Check if there are any time limits or conditions for eligible returns.
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Communicate with the Customer:
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Explain the company’s policies clearly and courteously.
- Discuss options for resolving the issue, such as issuing a partial refund, exchanging the product, or providing a store credit.
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Apologize for any inconvenience caused.
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Document the Situation:
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Take photos of the altered or damaged product.
- Record the customer’s contact information and the details of the return.
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Maintain a record of the resolution reached.
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Source: https://hireabo.com/job/6_1_19/Fashion%20Retail%20Manager