Cashier Training Resolving Customer Problems Introduction Cashier and

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 • Return • Order • Exchange • Back order • Refund • Special order • Sales credit • Discount • Store credit • Coupon • Special return • Gift card • 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

Other Resources · Complete cashier/CSR training program · Employee handbook: Chapter 4 · Video: “Being Sensitive to Customers”