If a customer requests a refund, what should a CSR do first?

When a customer requests a refund, the first step for a CSR should be to review the company’s refund policy. This policy outlines the guidelines and procedures for handling refunds, including eligibility criteria, time frames, and any specific conditions that must be met for a refund to be processed.

Understanding the refund policy equips the CSR with the necessary information to handle the situation appropriately and ensures that they make decisions that comply with company standards. It also helps the CSR provide accurate information to the customer about whether their request can be accommodated, what steps will need to be taken, and what other options may be available to them. By first consulting the refund policy, the CSR demonstrates professionalism and a commitment to providing service that aligns with company practices. This approach sets the stage for a constructive dialogue between the CSR and the customer, leading to a more effective resolution.