A guest attempts to use an expired coupon at the …

Business Questions
Short Answer
Step by Step Solution
Business Questions

A guest attempts to use an expired coupon at the concession stand, claiming it’s confusing and insisting on the discount. Assuming all options are possible, which action would you be most and least likely to take: a. Apologize for the confusion and explain that the coupon is expired. b. Ask your supervisor for approval of the discount. c. Suggest the guest utilize a current promotion for a similar deal at a lower cost. d. Apologize and show the guest the expiration date to clarify the situation?

Short Answer

The response outlines a three-step approach for addressing customer concerns about an expired coupon, starting with acknowledging their feelings and apologizing, followed by explaining the coupon policy, and finally offering additional assistance or information on current promotions. This method emphasizes empathy while maintaining adherence to company policies.

Step-by-Step Solution

Step 1: Acknowledge the Customer’s Concern

Start by sincerely apologizing for any confusion caused regarding the coupon. It’s essential to show empathy towards the customer’s situation. This sets a positive tone and demonstrates that their concern is being taken seriously. Address them politely and confirm that you understand their frustration.

Step 2: Inform About the Coupon Policy

After acknowledging their concern, gently inform them that the coupon is expired. This should be done in a non-confrontational manner. You can explain that company policy requires adherence to expiration dates, and that expired coupons cannot be honored. This clarifies the situation without undermining the customer’s feelings.

Step 3: Offer Assistance if Needed

If the customer remains dissatisfied, offer to assist them in other ways. This could include:

  • Explaining any current promotions available.
  • Guiding them on how to receive future coupons.
  • Offering to engage a supervisor if they absolutely require further assistance.
This can help maintain a positive relationship while still adhering to the company’s policies.

Related Concepts

Apologizing

The act of expressing regret for a mistake or misunderstanding, aimed at showing understanding and concern for someone’s feelings

Coupon Policy

The rules and regulations governing the issuance, use, and expiration of coupons by a company, which dictate how and when they can be redeemed

Expiration Dates

The predetermined date after which a coupon or promotional offer is no longer valid, indicating that it cannot be used for discounts or promotions.

Table Of Contents
  1. A guest attempts to use an expired coupon at the concession stand, claiming it's confusing and insisting on the discount. Assuming all options are possible, which action would you be most and least likely to take: a. Apologize for the confusion and explain that the coupon is expired. b. Ask your supervisor for approval of the discount. c. Suggest the guest utilize a current promotion for a similar deal at a lower cost. d. Apologize and show the guest the expiration date to clarify the situation?

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