Question

A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?

a. Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.
b. Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.
c. Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.
d. Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.

Answer 1

The associate should apologize, immediately address the customer's issue by opening a register if possible, or seek assistance to do so. Clear communication and efficient action demonstrate a commitment .

Step-by-step explanation:

When addressing a customer's complaint of waiting in line for a long period, it is crucial to handle the situation with care and attention. The correct approach involves several steps, with the aim of providing excellent customer service. Firstly, the sales associate should genuinely acknowledge the customer's feelings and apologize for the inconvenience caused by the wait.

An appropriate response would be to then immediately take action to open a register, if possible, to attend to the customer's needs promptly. If the associate is not able to open a register themselves, they should seek help from a manager or another associate who can. Advantage should also be taken of floor markings or signage to direct customers clearly and reduce confusion in the future.

Following this approach not only resolves the immediate issue but also reflects positively on the store's commitment to customer satisfaction. Respect for the customer and a focus on solving the problem without assigning blame are key components of effective customer service. Being professional, efficient, and attentive to the customer's needs can turn a potentially negative experience into a positive one, ultimately retaining customer loyalty and contributing to the store's success.