Lily sees a negative post on Twitter about her vintage clothing business: “Received my #VintageLily dress today only to find the zip was broken! #lousyservice #vintagewoes” How do you think she should respond?

(A) “@sophie112 – We’ve never had our zips break before. Did you pull it too quickly?”

(B) “So sorry to hear that @sophie112 DM me so that we can get that dress fixed up as soon as possible.

(C) “@sophie112 That’s a shame, sometimes the zips just break.”

Explanation

Negative reviews are part of every business and Lily should never blame the customer or the handling of the product. The best approach is to contact the customer and help them to get the dress fixed. Since it is a problem in the zip, it can be fixed very easily. In case the dress can’t be fixed Lily should send a new dress to her customer in exchange for the old one.

Conclusion

This question is a part of the Check Your Knowledge section of Google Digital Garage and Unlocked course. We have also provided all the answers to the Check Your Knowledge section of Google Digital Garage and Google Digital Unlocked.

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