Just as it’s best for you to be confident in dealing with customers and to know when to offer returns, refunds or replacements, the same applies to your workers.
Help your staff know when to take action themselves, and when to call in someone more senior. It’s all part of offering good customer service.
The best things you and your staff can do to head off problems are:
Obligations under the Consumer Guarantees Act (external link) — Consumer Protection
Consumer law says you and your workers must carry out a service with reasonable care and skill.
You don’t have to hire experts decorated with industry awards. But you must make sure your people can do the tasks they are paid to do. This might mean extra training, either on the job or on a course.
It’s best if one person investigates and decides what — if any — remedy is required. You may want all workers who have contact with customers to be able to handle minor complaints. For more serious complaints, it’s best if someone senior takes over as soon as possible.
Communication is key. If a customer feels fobbed off, it will not reflect well on your business. The customer is more likely to complain to others, either on social media or in person. And if they take it to court or a disputes tribunal, lack of action will count against you.
Regularly remind your workers:
From broken deliveries to spilled drinks, this quiz covers when to give a refund, repair or replacement — and when not to.
This guide shows you and any staff the requirements products or services must meet — if not, you must give a remedy.
It’s also a good idea to print out our visual guide to the Consumer Guarantees Act (CGA). Pin it up where you and any staff can easily check it, eg the break room or back of the staff toilet door.
Here are five important steps to get — and keep — your customer-facing staff on the ball.