You work as a cashier in a retail store and at the moment, you’re charging a customer for their purchased products.
After assisting a few customers, the store phone rings and you pick up. A very angry woman shouts from the other side of the phone, claiming she’s been overcharged while shopping online. There are already a few customers waiting in line and some of them comment about having to wait while you speak on the phone. You have to deal with the situation fast.
If you only ask for the phone customer’s purchase ID and directly refund the amount they claim was overcharged, you may be dealing with a fraud which costs the store money and you may lose your job.
If you check their purchase history, including the item bought, their shipping address and the amount paid, you will properly assist the phone customer, but a few customers from the line in front of you will walk away, without any items purchased.
At the end of this training, you should be able to evaluate in which moments you can help customers and how, and in which moments assistance is needed from the store manager.