Cashier Training for Resolving Customer Problems
This training covers essential aspects of cashier and CSR roles, such as answering customer queries, resolving issues, involving managers when necessary, and handling customer feedback effectively. It includes topics like special terms, common customer questions, handling customer problems, manager involvement, and customer feedback best practices.
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Presentation Transcript
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
