1. Resolving Customer Problems
Cashier Training
Resolving Customer Problems

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

3. 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

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

5. 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?

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

7. 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

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

9. 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”