Management (MBA) questions, notes and case studies on Customer Service
Q) You are the customer service manager for OmYoga.com, an online store selling Yoga
apparel. A customer has written an angry email complaining that the Yoga leggings
she purchased a month ago have shrunk and the colour has faded. She mentioned that
she machine-washed her leggings and dried them in a drier. Your website clearly
mentions that the leggings can only be hand-washed and should not be put in the drier.
She is asking for a replacement or a complete refund of Rs. 3000. How would you
respond to this complaint? Draft an email.
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