What Can I Offer?
As a customer service representative, you have allowances to offer your customer when things go wrong.
If a customer wants to keep their damaged products as they are, this can be a discussion you have with them.
If your customer has experienced poor service from the store, or the crew, then you can offer an apology for these issues.
• Your authorisation levels are as follows: £100 cash or £150 Dreams Vouchers.
• You can offer 10% of the order value however, if this offer is more than £100 then you will have to seek authorisation from a Senior, Team Leader or Manager to offer more.
• You can offer bedding items as an apology in most cases customers will accept this, however, look at their order and if they already have pillows and a duvet don’t offer this.
• You can offer services free of charge as an apology, for example: assembly, disposals, AM/PM.
Example :
Customer has purchased a £499 bed frame; their headboard has been delivered with a split down the centre.
You could offer a £50 refund or £80 in Dreams Vouchers.
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