When a customer complains, which guideline should be followed to ensure fair treatment?

• A. Store policy.
• B. Golden Rule.
• C. Manufacturer's guarantee.
• D. Service warranty.

Answer: (A)

Consistency in complaint handling is essential for fair treatment, and following store policy provides this consistency. Store policy outlines the approved steps to take, the remedies allowed, the timelines, and who should be involved, so every customer is guided by the same process and criteria. This reduces the influence of individual discretion and ensures decisions are based on documented rules. While the Golden Rule offers a healthy ethical standard, it doesn’t provide a formal procedure you can apply in every situation. Manufacturer's guarantees and service warranties may be relevant in some cases, but they are limited to specific products or services and may not cover all complaints or align with the store's standard remedies. In practice, listen to the customer, acknowledge the issue, and follow the policy's steps to determine the appropriate, fair resolution, while documenting the outcome.