Sales & Customers
The Situation
Without warning, you’re asked to join a meeting late in the afternoon. You were told it would be “quick,” but the room already feels tense.
From the opening comments, you learn that a long-term customer contacted management directly. The customer claims they were promised one thing and delivered another. They are asking for a refund and have mentioned taking their business elsewhere.
A customer service manager is present. Someone from accounting is taking notes.
Your supervisor is listening closely. You were involved in the sale, but you don’t yet know which part of the complaint management is focused on.
You’re expected to respond clearly and professionally. Hesitating or sounding unsure may weaken trust.
Your Task
Respond immediately and appropriately.
You do not have all the details, but you are still required to respond.
Over-explaining or becoming defensive may work against you.
Questions
“Can you explain what was discussed with the customer?”
“What exactly was promised during the sale?”
“Was anything said that could be misunderstood?”
“When did the customer raise this concern?”
“Were any details confirmed in writing?”
“Why does the customer believe the agreement changed?”
“Did you follow the standard sales process?”
“Who else was involved in this deal?”
“Was pricing or delivery discussed clearly?”
“Is there documentation to support your version?”
“Are you saying the customer is mistaken?”
“Could this have been avoided?”
“What would you say to the customer right now?”
“Do you believe this refund request is reasonable?”
“Why wasn’t this escalated earlier?”
“What would you do differently next time?”
“How should we handle the customer moving forward?”
“Is there anything you wish you had clarified earlier?”
“Do you feel you represented the company appropriately?”
“Is there anything else we need to know?”
