Southwest Airlines Professional Communications Certification Practice Exam

If a customer's request is unreasonable, what is an acceptable response?

1. Agree to their demands

2. Politely decline their request

3. Ignore the request

4. Pass it on to someone else

The correct answer is: Politely decline their request

When faced with an unreasonable request from a customer, the most appropriate response is to politely decline their request. This approach maintains professionalism while acknowledging the customer’s needs without compromising the company's policies or procedures. By politely declining, the representative communicates respect for the customer while also asserting the boundaries of what can realistically be accommodated. This response allows for a level of engagement that can foster goodwill, as it provides an opportunity to explain any constraints or reasons behind the inability to fulfill the request. It also opens the door for possible alternatives or solutions that could satisfy the customer's needs within a reasonable framework. This strategy is useful in maintaining a positive customer relationship, even when the specific request cannot be met.