Resolving Customer Problems Cashier Training Resolving Customer Problems

Agenda Overview Special terms Common customer questions Customer problems Manager involvement Customer feedback

Introduction Cashiers and CSRs must know how to: Answer customer questions Help customers resolve problems Refer customers to an appropriate manager or resource Turn customer feedback into positive action

Special Terms Purchase Order Back-order Special order Discount Coupon Gift card Return Exchange Refund Sales credit Store credit Special return Recall

Common Customer Questions Are there any current specials? When does the next sale begin? What is your return policy? What if I buy it online? Can you order this from one of your other stores? Can you ship it for me?

Customer Problems Wrong size/color/style Damage/defect Shipping error Incorrect charge Lost receipt Gift problem Dissatisfaction with item quality

Manager Involvement Customer is irritated or angry Customer won’t accept your answer Issue causes delays for other customers Issue is not in your area

Customer Feedback Always listen sincerely Never interrupt Make no excuses Offer solution in context with feedback

Other Resources Complete cashier/CSR training program Employee handbook: Chapter 4 Video: “Being Sensitive to Customers” Special training: “Working with the Angry Customer” and “Problem-Solving for Unique Customer Issues”