As a customer care representative named Jim for an online shoe store, you start a live support chat with Amy. She is a customer who wants to exchange shoes that don’t fit for the same shoes in another size. You greet the customer with your name and let her know that you will take care of her return immediately. Then, you offer to find the shoes in a better size for her. She replies, “No offense Jim, but I’d rather talk to a woman about women’s shoes.”

What are appropriate responses?

(Select all acceptable answers.)

"Yes, you can do that by closing this chat and starting another one. If you don’t reach a woman, keep trying and I'm sure you will since many of our representatives are women."
"Yes, I will transfer you but since call centers typically assign fake names and we work from home, I might be transferring you to a man. Maybe I can help you?"
"I understand and will transfer you. Since I don't know how long it will be until a woman is available, can I at least get your refund started while you wait?"
"I understand your thinking and I really hope you can give me a chance to try and prove that men can provide excellent help with women's shoes."
"If I transfer you, I don’t know if you’ll get a woman. So before we do that, I can assure you that I am an expert at returns and I know this shoe very well so I can help."

Issue Resolution Customer Service Live Chat Return Request New Public


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