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Cashier Training

Cashier Training. Resolving Customer Problems. Agenda. 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

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Cashier Training

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  1. Cashier Training Resolving Customer Problems

  2. Agenda • Overview • Special terms • Common customer questions • Customer problems • Manager involvement • Customer feedback

  3. 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

  4. Special Terms • Purchase • Order • Back-order • Special order • Discount • Coupon • Gift card • Return • Exchange • Refund • Sales credit • Store credit • Special return • Recall

  5. 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? • Can you order this from one of your other stores? • Can you ship it for me?

  6. Customer Problems • Wrong size/color/style • Damage/defect • Shipping error • Incorrect charge • Lost receipt • Gift problem

  7. 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

  8. Customer Feedback • Always listen sincerely • Never interrupt • Make no excuses • Offer solution in context with feedback

  9. Other Resources • 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”

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