Customer Service at Stake?

Miss Fanny Chan is the department manager for women wear at Parkson, Suria KLCC. The store is well known for its emphasis on empowering its manager.

One day, a customer decided to return an evening dress that was no longer in the package ini which it was sold. The customer did not bring along any proof of purchase. She complained that upon opening the package, the dress was found to be torn she insisted on cashback for the recommended retail price. The dress was on sale last week when the customer claimed to have bought it.

The sales assistant was unable to make decision as she needed to refer to the company's policies of returning merchandise. Ms. Fanny as the manager has to make the rightful decision.

Case Question

1.What do you think Miss Chan would do in this situation?

2.Is The customer telling the truth or is she just attempting to get free money?

3.'Customer are kings'. Do you think that this statement is true in all cases?

4.As a customer, Do you believe that Parkson should accept the returned merchandise?