A customer is waiting for his sofa delivery; at 1:00 PM the customer calls to say it hasn't arrived. How should the customer service associate respond?

• A. Tell the customer to call the delivery department to reschedule delivery.
• B. Apologize and arrange to deliver the sofa at the next convenient time for the customer.
• C. Explain to the customer that deliveries often run behind schedule.
• D. Suggest the customer take a later delivery window without apology.

Answer: (B)

When a delivery is late, the best approach is to show empathy and take action to fix the problem. Apologizing for the delay acknowledges the customer’s frustration and demonstrates you understand the impact on their day. Then arranging the sofa’s delivery at the next convenient time for them provides a concrete, customer-centered solution and keeps them informed about what will happen next. This combination of ownership, timely apology, and proactive scheduling helps restore trust and sets a clear path forward.

The other options miss one or more of those elements. Pointing the customer to call the delivery department shifts the burden back to them and signals less immediate support. Explaining that deliveries are often behind schedule defensively avoids accountability. Suggesting a later window without any apology ignores the customer’s frustration and doesn’t offer a concrete resolution.