Resolving Customer Problems Cashier Training Resolving Customer Problems

Introduction Cashier and CSR 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

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

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?

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

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