Module 3: Customer Communication and Conflict Resolution

Introduction to Effective Communication in Challenge 25

Professional Communication: Setting the Right Tone

Managing Customer Objections

Defusing Tension: De-escalation Techniques

When to Involve a Manager

Building Confidence Through Practice

1. Customer Communication and Conflict Resolution (Video)
   

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2. 3.1 Introduction to Effective Communication in Challenge 25
   Successfully implementing Challenge 25 requires more than following legal requirements; it relies on effective communication and professional interactions with customers. Asking for ID can occasionally lead to frustration or conflict, and this module equips employees with tools to request ID clearly, manage objections, and resolve tense situations while maintaining a positive customer experience.
3. 3.2 Professional Communication: Setting the Right Tone
   The way employees communicate plays a significant role in how customers perceive the ID request. A polite, confident, and friendly tone helps normalise the process and prevents misunderstandings.  Employees should approach ID checks as a routine part of their role, using simple, professional phrases like: “Hi! We follow Challenge 25, so I’ll need to see some ID for this purchase, please.”“To complete this sale, I’ll just need to check your ID under our Challenge 25 policy.” Alongs...
4. 3.3 Managing Customer Objections
   Customers may occasionally object to being asked for ID, and employees should be prepared to handle these situations calmly. Common objections include: “I forgot my ID.”Response: “I completely understand, but unfortunately, I can’t complete the sale without valid ID as part of Challenge 25. Thank you for your understanding.” “I’ve been here before and wasn’t asked for ID.”Response: “I appreciate that! Our policy is to check ID for anyone who looks under 25 to ensure consistency. Thank ...
5. Before moving on, take a quick recap test - Includes Quiz
6. 3.4 Defusing Tension: De-escalation Techniques
   Occasionally, customers may become upset or confrontational when asked for ID. De-escalation techniques help reduce tension and ensure a safe and respectful environment. Employees can use the following strategies: Stay Calm and Lower Your Tone: Speak slowly and softly, maintaining a steady tone to convey professionalism.Acknowledge the Customer’s Frustration: Express empathy by saying, “I understand this might be frustrating, but we’re just following store policy.”Avoid Matching Emotion: If...
7. 3.5 When to Involve a Manager
   Most situations can be resolved at the point of sale, but some may require escalation to a supervisor or manager. Employees should seek help if: The customer becomes verbally aggressive or threatening.The customer refuses to leave after being denied a sale.The situation disrupts other customers or store operations. Escalating a situation doesn’t mean failure; it’s a professional way to ensure both employee and customer safety while upholding store policy.
8. 3.6 Building Confidence Through Practice
   Role-playing exercises are an essential tool for preparing employees to handle challenging customer interactions. These sessions simulate real-life situations, such as asking for ID or dealing with objections, and help employees develop communication and de-escalation skills. This ensures they feel confident and prepared to enforce Challenge 25 effectively.
9. 3.7 Activity: Mastering Customer Interactions (10-15 minutes)
   Think of a situation where a customer becomes upset or confrontational after being asked for ID under Challenge 25. Write down the steps you would take to de-escalate the situation. Consider how you would:Use tone and body language to stay calm.Phrase your response to acknowledge their frustration.Decide if and when to involve a manager.Reflect on how these steps could help maintain a professional and respectful interaction while enforcing the policy.