As long as there are customers, there will be issues with service. However, incidents like this can and should be diffused quickly so that the customer and your clerk are not involved in a verbal disagreement.

To begin, tell the customer that you are the manager, and assure him that you will make sure he is satisfied with his purchase. If the customer is at the counter and other people are waiting in line, ask him to move with you off to the side where your conversation cannot be overheard by others.

Examine the receipt in question, and go over the transaction with the customer quietly and calmly. If the price is printed on the book or gift product, let the customer see the price, and verify that the price is the same on the receipt.

Ask the customer if he intended to purchase the item knowing the price. Be sure to give the customer a way out of the situation. Perhaps he didn't see that the price was printed on the product, or maybe he thought the item was on sale. Whatever his reason, listen to why he was under the assumption that the price was different.

If, after examining the receipt and looking at the product, the customer still feels that he is paying too much, offer a refund. It may be necessary to ask the customer to leave. As unfortunate as situations like this are, your church store is not exempt from people being people.

After the situation is over, discuss with your employees how to handle customers like this in the future.

Got a question for Betty Bookstore? Write to her at This email address is being protected from spambots. You need JavaScript enabled to view it..

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