3. Complaints and Service Recovery

LEAD in detail

1. Listen — let the customer explain fully. Take notes if the issue is complex.
2. Empathise — acknowledge the impact: “I understand this cost you a second trip.”
3. Act — state what you can do now, within your authority.
4. Defer — hand over to the supervisor with a summary so the customer does not repeat the story.

Escalate immediately when

• The customer asks for a refund without receipt or outside 14 days.
• There is a safety or product quality concern.
• The customer is abusive or threatening. Your safety comes first.

After the complaint

Record the complaint in the store log on the same shift. Patterns in the log are reviewed weekly by the Store Manager.