Customer Scenarios
"A customer is asking for a product that is out of stock, and you’re not sure when it will be available. Should you try to help them yourself, or ask someone else?"
. Check if You Can Find a Similar Product
Try to help the customer by suggesting alternative products that might meet their needs. For example, if the product they’re asking for is a particular brand of shoes, you can show them similar styles, sizes, or brands that are in stock.
2. Offer to Look It Up or Check Back
If you're not sure when the product will be back in stock, offer to check with your team or use the store’s inventory system to get more information. For example, you could say, "Let me quickly check with our inventory system to see when we expect more in stock."
3. Inquire with a Manager or a Colleague
If you still can’t find an answer, it’s a good idea to ask someone more knowledgeable (like a manager or a colleague) about the restocking schedule or if there’s a way to order the product for the customer. You could say something like, "I’m not sure when we’ll get more in, but let me check with [manager’s name] to find out."
4. Offer to Contact the Customer Later
If the item is completely out of stock and there is no clear restocking date, you could offer to contact the customer when it becomes available again. You can take down their contact details or encourage them to sign up for an email notification when the item is restocked.
A customer is asking for a size of a shoe that you don’t have in stock, but you see the store manager nearby. Should you try to guess the availability or ask the manager for help?
Guessing could lead to misinformation and potentially frustrate the customer even more if the size isn't available or if you provide incorrect details. It's always best to provide accurate information.
By asking your manager, you’ll be able to get the correct and up-to-date availability of the shoe size in question.
A customer is unhappy because they didn’t get the item they wanted, but it's a simple case of miscommunication. You know the store's return policy and can help the customer by explaining it to them.
Why Not to Ask for Help: This is a situation where the employee has the knowledge and authority to resolve the issue without involving the manager. Asking for help unnecessarily could waste the manager's time on a simple matter.
"A customer is upset because their item is damaged. You're unsure about the store's return policy. Do you handle it yourself, or ask a manager for guidance?"
Apologize and Acknowledge the Customer’s Concern
First and foremost, apologize to the customer and acknowledge their frustration. Even if the damage wasn’t your fault, showing empathy goes a long way in calming down an upset customer. For example, you can say:
"I'm really sorry that this happened. I understand how disappointing it can be to receive a damaged item."
2. Check the Return Policy (If You Know It)
If you’re familiar with the store’s return policy and you know it covers damaged items, inform the customer of the policy right away. For example:
"Our policy does allow for returns on damaged items, and I can help you process that return or exchange."
If you don’t know the exact policy but you have some knowledge (e.g., returns are allowed within 30 days), you can still guide the customer by explaining what you think the policy is, and then offer to confirm it.
3. If You're Unsure, Ask a Manager for Guidance
If you’re unsure about the store’s return policy or the next steps, it’s important to ask a manager for guidance rather than risk giving incorrect information. Let the customer know that you’ll seek confirmation, so they understand you’re actively working to resolve their issue. For example:
"I’m not entirely sure about our exact return policy for damaged items, but I’ll check with my manager to make sure we get this sorted for you as quickly as possible."
4. Stay Calm and Keep the Customer Informed
If the manager is taking a little time to arrive or if you need to wait for additional information, keep the customer updated so they know you’re actively working on resolving the issue. For example:
"I’m going to ask my manager for assistance, and they should be able to help us right away. Thank you for your patience."
5. Take Action Once You Have the Information
Once you have the confirmation from the manager, follow the store’s return policy to process the return, exchange, or refund. If the item is returnable, assist the customer with completing the transaction as quickly as possible.
You’re working the register, and the system freezes while checking out a customer. Do you try to fix it on your own or ask another employee for assistance?
The longer the system is down, the more frustrated the customer may become. It’s best to address the issue as quickly as possible to minimize any inconvenience for the customer.
If you can’t resolve the problem quickly on your own, asking for help ensures that the checkout process resumes smoothly and that the customer doesn’t have to wait too long.
Call for a backup cashier if possible to assist customers while the register reboots.
You are responsible for stocking shelves in your department and need to refill a product that is running low. You've done this task many times before.
Why Not to Ask for Help: This is a regular, straightforward task that falls under your responsibility. It is not necessary to ask for a manager’s assistance for something routine that you are already familiar with.
"A customer is asking about a complicated product feature you don’t know well."
1. Be Honest and Transparent
Acknowledge that you’re not familiar with the feature but assure the customer that you will get the information they need. Honesty is key in maintaining trust. For example:
"I’m not completely sure about that feature, but let me get the details for you."
2. Offer to Look It Up
If you have access to product manuals, the store’s inventory system, or a knowledge database, use those resources to find the answer. You can say:
"Let me check our product guide or website to get the correct information for you."
3. Ask a Colleague or Manager for Help
If you’re still unsure, ask a more knowledgeable colleague or manager for assistance. You can say:
"I’m going to check with [manager's name] or one of my colleagues who is more familiar with this feature. I’ll be right back with the information."
4. Provide General Information
While waiting for more details, offer general information about the product’s benefits or similar features you’re familiar with. This helps the customer while you gather the specific details they need. For example:
"While I check on that feature, I can tell you that this product is well-regarded for [other benefit or feature], which may also be of interest to you."
5. Follow Up
Once you have the correct information, go back to the customer and provide them with the answer they were looking for. Make sure to explain the product feature clearly.
"Thank you for your patience. I checked with my manager, and here’s how that feature works..."
A customer asks for a recommendation on a high-end product, but you haven’t had training on that particular product. Do you try to answer the question or ask a more experienced coworker for help?
You don’t want to risk giving the customer incorrect or incomplete information, especially when they’re asking about a high-end product. Providing accurate details is important to maintain the customer's trust and satisfaction.
Experienced coworkers or your manager are more likely to have the knowledge and training needed to give the customer a confident and thorough answer about the product’s features, benefits, and differences compared to other products.
A customer asks you about the store's hours of operation, and you know the answer.
Why Not to Ask for Help: This is a simple customer query that doesn’t require managerial involvement. Asking a manager for something you can easily answer yourself may waste their time and look inefficient.
"A customer wants a refund, but you don’t know the store’s refund policy."
1. Acknowledge the Request and Stay Calm
First, acknowledge the customer’s request and remain polite and empathetic, even if you're unsure about the policy. For example:
"I understand you’d like to get a refund, and I’m happy to help you with that."
2. Let the Customer Know You’ll Check the Refund Policy
Be honest about not knowing the refund policy off the top of your head, but assure the customer you’ll find out the correct information. For example:
"I’m not sure about the exact details of our refund policy, but I’ll check it right away to make sure we handle this correctly for you."
3. Check the Policy
Look up the refund policy in the store’s resources, like the employee handbook, the point-of-sale system, or the store’s website. If you have access to a store system that provides details about refunds, you can quickly check there.
4. Ask for Help if Necessary
If you're still unsure or if you can’t find the information right away, ask a manager or senior colleague for clarification. Let the customer know you're going to check with someone who can help.
"Let me check with my manager to confirm the refund policy for you, and I’ll get back to you in just a moment."
5. Communicate the Refund Policy to the Customer
Once you have the correct information, inform the customer clearly about the refund policy and how you can proceed. For example:
"I’ve confirmed that our policy allows for refunds within 30 days with a receipt. Since you have your receipt, I can process the refund for you right now."
6. Offer Alternatives If Refund Isn’t Possible
If the store’s refund policy doesn’t allow for refunds (for example, if it’s past the allowed timeframe or the item is not eligible), offer alternative solutions such as an exchange, store credit, or repairs (if applicable).
"I’m sorry, but according to our policy, refunds can only be processed within 30 days. However, we can offer an exchange or store credit if that works for you."
7. Keep the Customer Informed Throughout the Process
Always keep the customer updated on what you’re doing, whether you’re checking with a manager or looking up the policy. Good communication helps reduce frustration.
"Thank you for your patience, I’m going to speak with my manager now, and I’ll have an answer for you shortly."
A customer is dissatisfied with the item they purchased, but isn’t sure about returning it. Should you handle the return yourself or ask the store manager?
Store policies on returns and exchanges can vary, and the manager will be familiar with the specific guidelines and exceptions. If the customer is unsure about returning the item, the manager will know whether it’s eligible for a return, exchange, or store credit and can make the final decision on how to handle it.
A manager has more authority to make exceptions or resolve complicated situations, so they can offer the best solution for the customer, ensuring both customer satisfaction and adherence to store policies.
You’re having trouble logging into the computer system to complete your work, but you have dealt with similar issues before and can troubleshoot by checking the cables, restarting the system, or referring to the system guide.
Why Not to Ask for Help: This is something you can handle on your own. Relying on your manager to solve simple technical issues that you can address yourself could create unnecessary interruptions for them.
"A customer is rude and demanding, and you are unsure how to handle the situation."
1. Stay Calm and Professional
Maintain your composure and avoid getting defensive. It’s natural for the customer to be upset, but your job is to remain calm and handle the situation respectfully.
Take a deep breath and stay focused on the issue at hand, not the customer’s attitude.
2. Listen Actively
Allow the customer to express their concerns without interrupting. Sometimes, a customer just needs to feel heard, and listening can de-escalate the situation. For example:
"I understand you're frustrated. Let me make sure I fully understand what happened so I can help you."
3. Acknowledge the Customer’s Feelings
Empathize with the customer by acknowledging their frustration, even if their behavior is rude. This can help calm them down and show that you're trying to understand their situation.
"I’m really sorry to hear you’re upset. I can imagine this must be frustrating for you."
4. Remain Solution-Focused
After listening, focus on finding a solution. If possible, offer options or ask the customer what they would like as a resolution. For example:
"What would be the best way for me to assist you with this?"
5. Set Boundaries if Necessary
If the customer continues to be rude or abusive, set respectful but firm boundaries. You can let them know that while you want to help, rude behavior is not acceptable.
"I’m happy to assist you, but I ask that we keep the conversation respectful. Let’s work together to find a solution."
6. Stay Positive and Avoid Escalating the Situation
Keep a positive and polite tone even if the customer continues to be demanding. Avoid arguing or raising your voice, as this will likely escalate the situation.
"I understand you're upset, but I want to make sure we can resolve this for you as quickly as possible."
7. Ask for Help if Needed
If the situation doesn’t improve or the customer becomes overly aggressive, it’s important to ask for assistance from a manager or colleague. They may have additional authority or experience to handle the situation.
"I want to make sure you’re taken care of. Let me get my manager so they can assist you further."
8. Document the Interaction
After the situation is resolved, it’s a good idea to document the interaction in case there’s any follow-up or if it escalates further. This is especially important if the customer was being abusive.
9. Reflect and Learn
After the interaction, reflect on the situation and think about what you could do differently next time. Handling difficult customers is a skill, and every experience is an opportunity to improve.
You notice that an item in your department is on sale, but you aren’t sure if you’re allowed to give an additional discount. Do you handle the situation alone or ask a supervisor for clarification?
Discounts and pricing are often governed by strict store policies that are set by management. Offering an additional discount without approval can result in errors or violations of store rules, potentially leading to issues with inventory or loss of revenue.
Managers or supervisors have the authority to make decisions about discounts and promotions, and they are familiar with the store's current sales policies. They can clarify whether you're allowed to offer an additional discount and ensure the store is in compliance with its pricing guidelines.
You are asked by a customer about the store’s return policy, and you already know it because it’s clearly posted at checkout and has been communicated to you in training.
Why Not to Ask for Help: The information is readily available to you, and asking a manager for something you already know could appear unprepared or overly dependent on authority.