While you’re in the store playing the role of the Team Leader, you’ll handle any customer concerns that escalate beyond what is a realistic expectation for an Outfitter to resolve. This responsibility is not limited to when customers are in the store, though – it also applies to when they’re outside of the store. Whether it is an upset customer on the phone, an emailed complaint, or negative feedback submitted on Chatter, it is your responsibility to reach out and make it right for the customer.

When resolving customer concerns, it's best to...

• Manage your own emotions. Remaining calm is the best way to meet your frustrated customer where they are without escalating the situation, but it’s not always easy to do. Slowing yourself down to take a few deep breaths can make all the difference in how you respond. It’s also not just our words that can make or break a discussion. How we deliver those words can significantly change the interaction. Be mindful of your tone of voice and body language by using a gentle, straightforward manner. 

• Restate the problem. Whether or not you agree with an agitated customer isn’t essential. Take the time to hear your customer’s concerns and let them know you’re listening using cues such as nodding and asking for clarity. Then restate the problem back to them, to ensure you’re both on the same page.

• Relate. Whether or not you agree that the problem was the store’s mistake, it’s a worthwhile approach to relate to what the customer is feeling in that moment. Put yourself in the customer’s shoes. And think about what you’d like to hear if you were them. 

• Resolve; focus on a solution. Working with a customer to determine the right solution can be just the positive piece of productivity everyone’s been waiting for. And despite all of your urges to prove a customer wrong, resist. Work toward a collaborative solution rather than opposing them to make a point. 

• Be proactive. You don’t have to have all the answers. If you aren’t sure of the solution to a problem, don’t ignore it or just make something up. Be honest and let the customer know that you will do everything in your power to help them; you’ll just need a bit more time to work out the right solution. Collect their contact information and make sure to follow up with them regularly until things are made right. 

• Resolving Customer Concerns video in Fleet Feet University

• Chatter

• Chatter User Guide

• Chatter video training on Fleet Feet University