Cashier Training
Resolving Customer Problems
Agenda
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Overview
Special terms
Common customer questions
Customer problems
Manager involvement
Customer feedback
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
Special Terms
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Purchase
Order
Back-order
Special order
Discount
Coupon
Gift card
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Return
Exchange
Refund
Sales credit
Store credit
Special return
Recall
Common Customer Questions
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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?
Customer Problems
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Wrong size/color/style
Damage/defect
Shipping error
Incorrect charge
Lost receipt
Gift problem
Manager Involvement
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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
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Always listen sincerely
Never interrupt
Make no excuses
Offer solution in context
with feedback
Other Resources
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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”