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 ID: 460577
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Slide1
Cashier Training
Resolving Customer ProblemsSlide2
Agenda
Overview
Special terms
Common customer questions
Customer problems
Manager involvement
Customer feedbackSlide3
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 actionSlide4
Special Terms
Purchase
Order
Back-order
Special order
Discount
Coupon
Gift card
Return
Exchange
Refund
Sales credit
Store credit
Special return
RecallSlide5
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?Slide6
Customer Problems
Wrong size/color/style
Damage/defect
Shipping error
Incorrect charge
Lost receipt
Gift problemSlide7
Manager Involvement
Customer is irritated or angry
Customer won’t accept your answer
Issue causes delays for other customers
Issue is not in your areaSlide8
Customer Feedback
Always listen sincerely
Never interrupt
Make no excuses
Offer solution in context with feedbackSlide9
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”