1. Abusive customer
1.1. If customer is assaulting staff or other customers verbally or physically then protect yourself and others and call for assistance.
2. Angry / aggressive customer
2.1. Maintain professional but affirmative communication. Ask politely for inappropriate behaviour to stop before dealing with issue.
2.1.1. If customer calms then follow up normally
2.1.2. If customer behaviour is threatening or abusive ask customer to leave or seek assistance
3. Visibly upset customer
3.1. Apologise and calm customer
3.1.1. Now follow-up as per calm/measured customer
4. Calm / measured customer complaint
4.1. Straight forward complaint within limit of authority
4.1.1. Resolve as soon as possible
4.1.2. Report issue to supervisor if necessary
4.2. Straight forward complaint but outside limit of authority
4.2.1. Refer to appropriate supervisor with authority to resolve a.s.a.p.
4.2.2. Follow-up to ensure customer is satisfied
4.3. Complex issue not immediately obvious what to do
4.3.1. Seek further clarity and details
4.3.1.1. Refer to appropriate supervisor with authority to resolve a.s.a.p.
4.3.1.2. Follow-up to ensure customer is satisfied
4.3.2. Apologise for delay
5. Routine information
5.1. Opening Hours
5.1.1. Give customer information quickly and accurately
5.1.2. Follow up by asking if there is anything else you can help with
5.2. Location of product
5.2.1. If you know location
5.2.1.1. Tell customer if this is acceptable store policy
5.2.1.2. Show customer to the item if this is preferred store policy
5.2.2. If you don't know
5.2.2.1. Don't lie or just say "I don't know"!
5.2.2.2. Help customer in looking
5.2.2.3. Ask colleague if appropriate
5.3. Cost of product
5.3.1. Help customer to find information on shelf / product
5.3.2. Carry out price query on store system
5.3.3. Refer to appropriate colleague to assist if necessary
5.4. Company policy
5.4.1. If a public document then share detail or direct customer to online information etc.
5.4.2. If proprietary information then apologise and say you don't have that information to pass on without making a fuss about not letting them have it