At David Jones, we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?
David Jones' return policy states that customers can return most products within 30 days of purchase as long as they are in their original condition and packaging. However, some products may have different return policies, such as electronics or items on clearance.
As a David Jones employee, you will encounter customers who want to argue with store policy. Assure the interviewer that you can handle a situation like this with poise while making the customer happy and keeping the company's needs in mind. Also, let the interviewer know if you have specific conflict resolution or customer service training to show them you would be an ideal fit for the position.
"I know that return policies are set for a reason, and being a good team member means abiding by all of the rules and policies of the company. I've been in situations where customers were angry with me about a policy I had no control over. When that happens, I have to listen patiently, not take their criticism personally, and work with them to find a solution to their problem that aligns with company policy."
"I know from my years of shopping at David Jones Ltd. that their return policy is very generous! If a customer complained about the policy, I would tell them that I understand their frustration but that David Jones Ltd. has a better return policy than most competitors. If I couldn't find a solution to the problem personally with the customer, I would verify with my manager that I can offer the customer a company-approved 'peace-offering,' such as a promotional coupon or even a one-time special-case return for their item."
