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 Store Policy: I would first check the store's policy on expired coupons to see if they are accepted or not. If the policy allows it, I would inform the customer that their coupon has expired but we can still honor it
•  Explaining the Situation: I would politely explain to the customer that the coupon they are trying to use has expired and may no longer be valid. I would apologize for any inconvenience caused and offer alternative ways to save, such as current promotions or loyalty programs
•  Seeking Manager Approval: If the store policy does not allow accepting expired coupons, I would inform the customer about it and politely ask if they would like to speak with a manager. I would then call a manager to handle the situation and provide a resolution
•  Maintaining Professionalism: Throughout the interaction, I would maintain a calm and professional demeanor, ensuring that the customer feels heard and valued. I would actively listen to their concerns and try to find a satisfactory solution within the store's guidelines
•  Offering Exceptional Customer Service: Regardless of the outcome, I would strive to provide exceptional customer service. This includes being empathetic, offering alternatives, and ensuring the customer leaves with a positive impression of the store
•  Following Up: After the interaction, I would make a note of the situation and any actions taken in case there is a need for further follow-up or documentation. This helps in maintaining accurate records and ensuring consistency in handling similar situations in the future

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

•  Problem-solving skills: Ability to handle customer requests and find solutions
•  Customer service orientation: Attitude towards providing excellent service and maintaining customer satisfaction
•  Ethical behavior: Adherence to company policies and procedures regarding expired coupons

  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
•  Rigidity: Being inflexible and unwilling to find a solution or compromise
•  Lack of problem-solving skills: Inability to come up with alternative solutions or suggestions for the customer
•  Poor communication: Difficulty in explaining the store's coupon policy or conveying information to the customer effectively
•  Lack of customer service focus: Not prioritizing customer satisfaction and instead focusing solely on store policies

 Related

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

• 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.
• What steps do you take to prevent theft or fraud 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?
• Tell me about your previous experience as a cashier.
• What would you do if you noticed a coworker stealing?
• How do you handle cash transactions and ensure accuracy?
• How do you handle difficult customers?
• Tell me about a time when you went above and beyond to assist a customer.
• How do you handle situations where a customer wants to return an item without a receipt?
• How do you handle situations where a customer is unhappy with a purchase?
• Describe a time when you had to handle a cash shortage or overage.
• How do you ensure accuracy when processing credit or debit card payments?
• Tell me about a time when you had to deal with an irate customer.
• How do you handle situations where a customer wants to speak to a manager?
• Tell me about a time when you had to handle a high-pressure situation at the cash register.
• How do you handle situations where a customer wants to use an expired gift card?
• Describe a time when you had to multitask in a busy retail environment.