Example response for question delving into Customer Service with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Understanding the situation: Acknowledge the customer's request and empathize with their situation
•  Store policy: Explain the store's policy regarding expired gift cards
•  Offer alternatives: Suggest alternative solutions to accommodate the customer's needs
•  Seek supervisor's approval: If allowed, consult with a supervisor to override the policy
•  Maintain professionalism: Remain calm, polite, and professional throughout the interaction
•  Provide exceptional customer service: Offer assistance in finding other suitable products or services
•  Educate the customer: Explain the importance of using gift cards before they expire
•  Follow up: Thank the customer for their understanding and provide any necessary follow-up actions

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Ability to find a solution for customers with expired gift cards
•  Customer service skills: Handling customer requests and concerns in a professional manner
•  Conflict resolution skills: Dealing with potential conflicts or disagreements with customers

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of empathy: Not showing understanding or empathy towards the customer's situation
•  Inflexibility: Being unwilling to find a solution or compromise with the customer
•  Lack of knowledge: Not being aware of the store's policy on expired gift cards or not knowing how to handle the situation
•  Poor communication: Failing to effectively communicate with the customer and explain the store's policy or alternative options

 Related

  Other questions asked for the Cashier in Retail function. View details for the Cashier here

• What would you do if you noticed a coworker stealing?
• What would you do if you noticed a pricing error on a product?
• Describe a time when you had to work collaboratively with a team to achieve a goal.
• Tell me about a time when you had to handle a high-pressure situation at the cash register.
• How do you handle situations where the cash register doesn't balance?
• How do you handle long queues and ensure customer satisfaction?
• What steps do you take to prevent theft or fraud at the cash register?
• Tell me about your previous experience as a cashier.
• How do you handle cash transactions and ensure accuracy?
• How do you handle difficult customers?
• How do you handle situations where a customer wants to return an item without a receipt?
• Tell me about a time when you went above and beyond to assist a customer.
• Describe a time when you had to handle a cash shortage or overage.
• How do you handle situations where a customer is unhappy with a purchase?
• Tell me about a time when you had to deal with an irate customer.
• How do you handle situations where a customer wants to use expired coupons?
• How do you handle situations where a customer wants to speak to a manager?
• How do you ensure accuracy when processing credit or debit card payments?
• Describe a time when you had to multitask in a busy retail environment.