The situation
You’re working at the Bourke Street store. A customer approaches the counter holding a kettle and a receipt. They bought it three weeks ago and it has stopped heating. They look annoyed and say:
“This is the second time something from here has broken. I just want it sorted.”
Your role
You’re the team member serving them. Your job is to listen, treat them fairly, and resolve the issue in line with our Customer Charter and Australian Consumer Law.
A good approach
- Acknowledge and empathise. “I’m really sorry the kettle’s stopped working — that’s frustrating. Let’s sort it out for you.”
- Listen and gather facts. When did they buy it? What happens when they use it? Do they have the receipt? (They do.)
- Explain their rights simply. A product that stops working soon after purchase likely fails a consumer guarantee. The customer is entitled to a repair, replacement or refund for a major fault.
- Offer a fair remedy. Offer a replacement or refund and check which they’d prefer.
- Close warmly. Thank them, complete the return, and make sure they leave feeling looked after.
Watch out for
- Don’t blame the customer or the product.
- Don’t insist on “store policy” that’s stricter than the law (we can’t refuse a remedy for a major fault just because it’s past 14 days).
- If you’re unsure, ask your supervisor — it’s fine to say “Let me check that for you.”
Reflect
- How would you record this interaction so we can track product faults?
- What could you say if the customer asked for a refund but only a repair was warranted?