What is the best response to a customer's complaint about muddy delivery shoes that soiled the carpet when following up on a refrigerator delivery?

• A. I'm sorry to hear that. What can I do to make this right for you?
• B. I apologize for that. Is the refrigerator working to your satisfaction?
• C. That's odd. The delivery people are supposed to take their shoes off.
• D. What was the delivery person's name? I'll be sure to let him/her know about the problem.

Answer: (A)

Empathy paired with a concrete offer to fix the issue is the best approach when a customer expresses dissatisfaction about a delivery mishap. Acknowledging the frustration with a simple, sincere phrase shows you hear them, and then asking, “What can I do to make this right for you?” puts the ball in the customer’s court regarding the remedy. It signals you’re taking responsibility and are ready to take action, rather than focusing on the fridge’s performance or debating who’s to blame. This keeps the conversation customer-centered and moves toward a resolution the customer actually wants—whether that’s covering carpet cleaning, providing a discount, or arranging remediation. Other options tend to shift focus away from solving the problem or demand details that don’t address the immediate need for repair and customer satisfaction.