A customer phones to complain about a printer she purchased last week that stopped working. The customer tells you the brand of printer and it's clear she has called the wrong number because your company has never sold that brand.

What responses show appropriate customer service in this situation?

(Select all acceptable answers.)

 "I can understand your frustration with this printer. Unfortunately, we do not sell that brand but I would be happy to help you figure out how to make it work since I’ve had similar problems with printers."
"I checked and another company sells this brand of printer. If you’d like, I can look up the customer service contacts for this printer so they can resolve the issue for you."
"Thank you for your call and I apologize for the inconvenience. When you buy a new item, you expect it to work. Unfortunately, we do not sell that brand of printer and so I can't help you."
"Yes, a lot of people have problems with that printer, which is why we sell a more reliable one that I can get you a great discount on so you don't have to worry about your broken printer."
"I don’t want to frustrate you more but we don’t sell that brand of printer. But I still want to help, if that’s OK? Let me direct you to a website that lists common printer problems and ways to fix them."

Interpersonal Skills Customer Complaint Customer Service Unfulfilled Request New Public


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