A loyal customer says he did not receive his reward coupons. How should you handle it?

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

Answer: (D)

Taking ownership and resolving the issue quickly is essential when a loyal customer reports missing reward coupons. The best approach is to act on the customer's behalf and use the proper channel to fix the problem. By calling the customer service hotline for the customer and explaining that the reward coupons were not received, you take immediate steps to verify the account, check whether the coupons exist or were issued, and arrange a remedy if needed. This shows empathy, reduces the customer’s effort, and speeds up resolution rather than passing the responsibility back to the customer or delaying action.

Other options miss the mark because they either reveal a lack of professionalism, place the burden on the customer, or cause unnecessary delays. Saying you’re new and don’t know anything, or telling the customer to call themselves, makes you seem unprepared and creates friction. Suggesting that only a manager can help and asking the customer to return later adds delay. Calling the hotline on the customer’s behalf demonstrates proactive service and keeps the interaction smooth.