Understand the structure of customer service / Understand the implications of legislation on customer service delivery
Table of Contents
Case Study
Lianna takes a call from a customer who asks if he can get a refund for a digital game he bought 20 days ago. The customer says it has developed a fault and he expects a full refund from the company. Whilst they are on the phone, he sends a screenshot over email to Lianna of the fault to prove this is a legitimate claim. Lianna tells the customer she needs to check their company policy on refunding games and finds there is no guidance in the refund policy about digital products. She then asks her manager, Troy how she should handle this request and he tells her to check consumer legislation.
- What does the legislation for your country say about refunding digital products?
- If there is no guidance on refunding digital products in the country you work in, or imagining there is not, how would you handle this customer request?
- Do you think this should have been including in the company policy, and if so, how could you raise this with the company?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.