Customer Service Basics
What’s the first thing you should do when greeting a customer?
Smile and say, "Hello, how can I help you?"
You work at Home Depot, A customer asks where the holiday decorations are. What should you do?
Show them or give clear directions to the decorations section.
A customer asks about holiday sales. What should you do?
Inform them about current promotions or check the store's sales flyer.
Why is teamwork important in customer service?
It helps things run smoothly and ensures customers are served quickly.
A customer says their gift was damaged in shipping. What should you do?
Apologize and follow the store’s procedure for returns or exchanges.
If a customer has a question you can’t answer, what should you do?
Politely say, "Let me find someone who can help you."
A customer complains about a long line. What can you say?
I understand your frustration. We’re doing our best to help everyone quickly.”
How can you promote gift cards to customers?
Suggest them as a flexible gift option for friends or family.
If you see a coworker struggling during a rush, how can you help?
(If you are able) Ask if they need help and take action to assist them.
A customer is upset because an item rang up at the wrong price. What should you do?
Apologize, check the price, and correct it if needed.
How should you handle a rude customer?
Stay calm, listen carefully, and try to solve their problem politely.
You work at Target. A customer wants an item that’s out of stock. What should you do?
Apologize, offer alternatives, or check if it can be ordered.
A customer asks about a return policy for holiday items. What should you do?
Politely explain the policy or find someone who can clarify.
Why is good communication important with customers?
It prevents misunderstandings and helps solve problems effectively.
A child gets separated from their parent in the store. What should you do?
Stay with the child and notify a manager or use the store’s procedure for lost children.
Why is it important to say "Thank you" at the end of an interaction?
It shows appreciation and leaves a positive impression.
You work at Starbucks. When handing a drink across the counter, a customer accidentally spills their drink. What should you do?
Offer to help clean up and get assistance if needed.
Offer to make the drink again.
Why is it important to know about the products you’re selling?
It helps you answer customer questions and make good recommendations.
How can you show you’re listening to a customer?
Make eye contact, nod, and repeat key points they’ve mentioned.
A customer asks for help carrying their items to their car. What should you do?
Politely assist them or find someone who can help.