Question

SHL 'P
13:29
Choose the 'best' and the 'worst' action for the given situation.
Your company is offering a discount voucher to all customers who make a minimum purchase of $200. The customers receive their voucher by email within two days of their purchase. A customer calls up and complains that she bought a $250 phone the previous week but has not yet received the voucher. The automated system that sends the vouchers has only recently been set up and is still improving. What will you do?
Inform the customer that our automated system is still under development, and she will receive her voucher when the bugs are fixed.
Make a note of the customer's complaint and inform her that I will get back to her as soon as I find a solution.
Escalate this issue to my manager and ask the customer to follow-up with us after a few days.
Try to find the reason for the delay and update the customer on the status of the voucher accordingly.
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Answer 1

Best: Try to find the reason for the delay and update the customer on the status of the voucher accordingly.
Why: shows ownership, investigates the problem, and keeps the customer informed — the most helpful and customer-focused approach.

Worst: Inform the customer that our automated system is still under development, and she will receive her voucher when the bugs are fixed.
Why: blames internal issues, gives no timeline or solution, and sounds dismissive — poor customer service.