Cashier Training

Resolving Customer Problems

Agenda

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

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

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

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”