Burlington Coat Factory Mock Interview
Practice 30 Burlington Coat Factory interview questions covering retail operations, customer service, and merchandising strategies.
Question 4 of 30
What would you do if a customer argued with you about a return?
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Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
Unfortunately, it is not uncommon to encounter argumentative or angry customers in the retail world, and Burlington Coat Factory is no exception. However, as an employee, you will be expected to handle such customers respectfully and professionally.
Tell the interviewer how you intend to approach argumentative customers, particularly when they don't want to follow store policy. Remember, you will be expected to do everything in your power to provide a positive customer experience while following the store's policies.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"It wouldn't be the first time a customer was angry with me about a policy I had no control over. When that happens, I've learned to patiently listen to their frustrations and work with them to find a solution that aligns with company policy. In extreme situations, I would consult with my manager to determine if a one-time special-case return or 'peace offering' could be made; that way, the disgruntled customer leaves satisfied with a story that paints Burlington Coat Factory in a positive light."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"I have some dispute resolution training from my previous retail position. I fully believe that flexibility needs to be offered in extreme situations. If a customer argued with me about a return, I would do everything in my power to allow the return. I know that company policies can be strict, and for good reason, but it might be worth it to bend a policy if it means keeping a loyal customer. That said, I know it's not always my call. If I didn't have the authority to work around the return policy, I would get a manager involved. But at no point during the conversation would I lose my cool or behave disrespectfully."
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Anonymous Answer
Some customers are not happy that the clothes or the shoes are not the right size.
Marcie's Feedback
Sure. That's definitely a reason why someone might try to return clothes or shoes that they had previously purchased. If a customer argued with you about a return policy, you could start by reciting what the company policy is and then reach out to a manager if the customer continued to be upset. You would also want to remain calm and professional, in addition to actively listening to what the customer's issues and needs are.
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