Melissa Is One of the New Customer-Service Executives at a Retail

Multiple Choice

Melissa is one of the new customer-service executives at a retail organization. She receives a call from a customer wanting to repair a purchased product, even though the product is no longer manufactured by the organization. Melissa is still unfamiliar with the organization's policies on this issue. In this scenario, how should Melissa deal with the customer in order to cultivate a positive customer-service image?

A) She should keep the customer waiting for a response as customers expect to have delays when requesting information.
B) She should tell the customer that she will find out about the organization's policies on such issues and get back to the customer in a day.
C) She should promise the customer whatever she can and get the customer off the telephone as soon as possible.
D) She should let the customer know that she is a new employee at the organization, and hence cannot fix the customer's problem.