SituationalProblem Solving

How would you handle a situation where a customer requests a refund that contradicts the TELUS policy?

Customer Experience Lead

TELUS

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Behavioral
  • How would you handle a situation where a customer requests a refund that contradicts the TELUS policy?
  • Imagine a customer insists on a refund that isn’t covered under TELUS policy. How would you manage the situation?
  • Suppose a customer demands a refund for a product that’s outside of the return policy at TELUS. What would be your next steps?
  • Let’s say a customer is unhappy and requests a refund, even though it’s not allowed by TELUS policy. How would you handle their concern?
  • If a customer asked for a refund that’s not allowed by TELUS policy, how would you balance addressing their request while sticking to company rules?
  • If a customer wanted a refund that TELUS policy doesn't allow, how would you explain it to them?
  • If a customer requests a refund that doesn’t fit with TELUS policy, what steps would you take to address it?
  • How would you respond to a customer who asks for a refund that goes against the TELUS rules?
  • If a customer asks for a refund that TELUS don’t typically offer, how would you handle it?
  • How would you diplomatically explain TELUS policy to a customer requesting a refund they aren’t eligible for?
  • What would you do if a customer asked for a refund that was against TELUS policy?

Interview question asked to Customer Experience Leads interviewing at TELUS: How would you handle a situation where a customer requests a refund that contradicts the TELUS policy?.