A20:32
A caller asked for a refund yesterday.
A caller asked for a refund yesterday.
Our policy does not allow refunds after 30 days.
Our policy does not allow refunds after 30 days.
I knew she would be upset.
I knew she would be upset.
I took a breath before speaking.
I took a breath before speaking.
I said, "I wish I had better news."
I said, "I wish I had better news."
Then I told her the policy clearly.
Then I told her the policy clearly.
I added, "Here is what I can do instead."
I added, "Here is what I can do instead."
I offered a store credit.
I offered a store credit.
She was still unhappy.
She was still unhappy.
I said, "I know that is frustrating."
I said, "I know that is frustrating."
I listened to her feelings.
I listened to her feelings.
In the end, she accepted the credit.
In the end, she accepted the credit.
Explaining a Policy They Won't Like
by @nora_talks