Asked by Pop

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SHL'.
Choose the 'best' and the 'worst' action for the given situation.
Your manager asks you to make a presentation to a client about how your company has been able to cater to the client's requirements over the past year. The client's account was previously managed by someone who no longer works for the company. You joined the company two months ago. Before the presentation, you gather all relevant details regarding the client and the services provided to the client. During the presentation, the client informs you about a major problem they have with your company's product. You have never heard about the problem before. How will you respond to the client?
Defend the product and tell the client that it could have been a one-time problem and it is not inherent in the product.
Defend the product, stating that different clients have used the product for many years, and I have never heard of such a complaint.
Acknowledge the problem and tell the client that I am not aware of the cause of the problem. Assure the client that I would check with my team. figure out the cause of the problem, and set it right as soon as possible.
Politely convey to the client that I am unaware of the problem because I have only recently joined the company. Assure the client that I would check with my boss regarding the issue and ensure that the problem is fixed as soon as possible.
Try to understand how the product was used and politely suggest that the product might not have been used according to protocol.
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All Answers 1

Answered by GPT-5 mini AI
Best: Acknowledge the problem and tell the client that I am not aware of the cause of the problem. Assure the client that I would check with my team, figure out the cause of the problem, and set it right as soon as possible.

Worst: Defend the product, stating that different clients have used the product for many years, and I have never heard of such a complaint.

Why: The best response shows ownership, listens, and commits to investigate and resolve the issue — which preserves trust. The worst response is defensive and dismissive, which risks alienating the client and failing to address a real problem. (Other options either shift blame to being new, prematurely blame the client’s usage, or defensively downplay the issue — all weaker than taking responsibility and investigating.)