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CIPS Exam L6M10 Topic 1 Question 3 Discussion

Actual exam question for CIPS's L6M10 exam
Question #: 3
Topic #: 1
[All L6M10 Questions]

Mr. Mark works as a customer service manager for an e-commerce company called "ShopSmart." ShopSmart sells a wide range of products online, and Mark's team is responsible for addressing customer inquiries and issues. Below are five customer cases that need to be resolved. For each case, find the solution for the issue and select preventive measures.

Customer 1: Jane ordered a birthday gift for her daughter, but it arrived two days late, missing the special day. She had meticulously planned a surprise celebration, and the late delivery disrupted her plans. As a result, her daughter was left disappointed, and Jane is seeking not only a solution to the delayed delivery but also a way to make it up to her daughter.

Customer 2: Jack received a defective electronic gadget he ordered, and it's not functioning correctly. Jack wants to know how ShopSmart can rectify this situation and ensure that he receives a fully functional replacement or a refund.

Customer 3: Sarah received her order, but some items from her purchase were missing. Sarah is seeking a solution to get the missing items as soon as possible to avoid disappointment and inconvenience.

Customer 4: Mike noticed a billing discrepancy on his credit card statement related to a recent purchase. He's a loyal customer and has never encountered such an issue before. Mike is concerned about the erroneous charges on his statement and is looking for a prompt resolution and clarification regarding the billing error.

Customer 5: Emily wants a refund for a dress she ordered online, but it doesn't fit as expected. The dress size was not in line with ShopSmart's sizing chart, and Emily wants to return the dress and receive a refund promptly. She's looking for a hassle-free return process and a full refund for the purchase.

Solution for the issue:

Show Suggested Answer Hide Answer
Suggested Answer: C

A simple return process should be provided for Emily, including a prepaid return label and clear instructions to ensure a hassle-free return experience. [P 166-169]


by Sylvie at Feb 11, 2025, 04:51 AM

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Temeka
29 days ago
I'm going with C - a simple return process. Emily shouldn't have to jump through hoops just to get her money back. Hey, ShopSmart, how about hiring a team of superheroes to deliver the refunds? That would be a fun way to make it up to the customers!
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Jonell
3 days ago
Customer 3: ShopSmart should prioritize making the return process easy and efficient for customers like Emily.
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Eun
6 days ago
Customer 2: Definitely, it's important for customers to have a hassle-free experience when returning items.
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Noe
10 days ago
Customer 1: I agree, a simple return process is essential for customer satisfaction.
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Aliza
16 days ago
User 2
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Princess
24 days ago
User 1
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Omega
1 months ago
In addition to the refund, ShopSmart could also offer Emily a special discount for her next purchase to make up for the inconvenience.
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Kiley
1 months ago
Emily deserves a full refund, no questions asked. ShopSmart needs to step up their game on the sizing front. Maybe they should consider hiring a team of fashion experts to double-check their charts. Or just have the models try on everything, that might work too.
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Cammy
15 days ago
User 2
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Daren
21 days ago
User 1
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Glory
1 months ago
Definitely C - a hassle-free return process. Emily should be able to send that dress back without any fuss. And maybe ShopSmart can throw in a free coupon for their next online shopping spree, just to sweeten the deal. Who doesn't love a little retail therapy?
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Sage
8 days ago
User 2
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Catherin
12 days ago
User 1
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Steffanie
20 days ago
User 2
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Kenny
1 months ago
User 1
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Jesusa
2 months ago
I agree with Kris. Emily should receive a hassle-free return process and a full refund for the dress that didn't fit.
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Colene
2 months ago
Well, it's obvious that Emily should get a refund for the dress that didn't fit. ShopSmart needs to make the return process as easy as possible for the customer. Gotta keep those shoppers happy, am I right?
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Lachelle
19 days ago
User 3
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Emiko
25 days ago
User 2
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Giovanna
1 months ago
User 1
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Kris
2 months ago
Emily's issue can be resolved by ensuring a simple return process and providing a full refund.
upvoted 0 times
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