A customer calls a furniture store, upset that a sofa delivered yesterday has a torn cushion. Which of the following is the most appropriate initial response from the customer service representative?

Question: A customer calls a furniture store, upset that a sofa delivered yesterday has a torn cushion. Which of the following is the most appropriate initial response from the customer service representative?

Answer options: ✅ "I apologize for the issue. Could you please provide your order number so I can look into this for you?"

• "That's too bad. We can't be responsible for damages after delivery, as per our policy."
• "Are you sure it wasn't torn when you removed the packaging?"
• "You'll have to speak to the delivery team directly, I just work here."

Correct answer: "I apologize for the issue. Could you please provide your order number so I can look into this for you?"

Explanation: The most appropriate initial response is to apologize and offer to investigate, showing empathy and a willingness to help resolve the problem. This aligns with standard customer service practices for problem-solving.