Knowledge Check Customer Refund

1. What is the David Jones 3D’s Personal Safety Model??

Question 1

A) Decide, Do it & Debrief B) Determine, De-escalate & Disengage C) Determine, Direct & Debrief

2. If a customer starts to show frustration, such as clenching their fists or raising their voice, what should you do?

Question 2

A) Raise your voice back to calm them down B) Remain calm, assess the situation for signs of escalation, and consider calling for your manager if needed C) Ignore the signs and continue the conversation as normal

3. When other customers are waiting in line during a challenging interaction, how should you handle their concerns?

Question 3

A) Ignore the waiting customers B) Acknowledge their presence and let them know you’ll assist them shortly, ensuring their experience is not neglected C) Tell the waiting customers they will have to wait longer because of the current situation

4. In the scenario, what is the first action you should take if the customer throws the product or makes physical threats?

Question 4

A) Continue the conversation as if nothing has happened B) Disengage immediately, ensure your safety, notify security, manager and/or Police C) Ask the customer to sit down and calm down

5. Why is it important to involve your manager when a refund dispute begins to escalate?

Question 5

A) To pass off the problem to someone else   B) To ensure the situation is managed effectively and safely, as the manager is trained to de-escalate and resolve such disputes C) To avoid having to deal with a difficult customer

6. In the scenario, how did the manager resolve the refund dispute while adhering to safety priorities?

Question 6

A) The manager used empathy, listened actively, and offered a goodwill solution (a refund card) to de-escalate the situation B) The manager ignored the customer's concerns and gave them a full refund C) The manager called security to remove the customer immediately

7. After handling a challenging refund interaction, what should you do to ensure proper closure and support for yourself?

Question 7

A) Forget about the situation and move on B) Debrief with your manager, discuss what worked well and areas for improvement, and seek additional support such as Sonder if needed C) Take the rest of the day off to recover.