A loyal customer did not receive reward coupons. Which action demonstrates good customer service?

• A. Tell the customer that you are new to the company and do not know anything about reward coupons.
• B. Call the customer service hotline for the customer and explain that the customer did not receive his reward coupons.
• C. Provide the customer with the phone number for customer service, and ask him to call for information.
• D. Explain to the customer that the manager is the only person who can help him, and ask the customer to call tomorrow.

Answer: (B)

Taking ownership when a problem happens and acting to fix it is how great customer service works. In this scenario, the best move is to call the customer service hotline on behalf of the customer and explain that the reward coupons were not received. This shows proactive help, reduces the customer’s effort, and communicates that their loyalty matters. It also enables a quicker investigation into the issue and, if needed, reissuing or crediting the coupons, which helps restore trust and satisfaction.

This approach is strong because it demonstrates accountability and uses the company’s resources to resolve the problem, rather than shifting responsibility or delaying action. Other options place the burden on the customer, reveal a lack of authority or knowledge, or create unnecessary wait times, which can frustrate a loyal customer.