London School of International Business (LSIB)

Understanding Your Rights and Responsibilities as an Employee: Answering Customer Questions

Congratulations on taking the Level 2 Award In Employee Rights and Responsibilities course! One of the key aspects of being an employee is understanding your rights and responsibilities, especially when it comes to interacting with customers. Here are some common questions that you may encounter as an employee:

Question	Answer
What are my rights as an employee when dealing with difficult customers?	As an employee, you have the right to be treated with respect and to feel safe in your workplace. If a customer is being verbally abusive or threatening, it is important to notify your supervisor and follow the company's protocol for dealing with difficult customers.
What are my responsibilities when handling customer complaints?	Your responsibilities as an employee when handling customer complaints include listening to the customer's concerns, empathizing with their situation, and working towards a resolution that satisfies both the customer and the company.
Do I have the right to refuse service to a customer?	In certain situations, such as when a customer is being aggressive or disruptive, you may have the right to refuse service. However, it is important to communicate this decision respectfully and to involve your supervisor if necessary.

By understanding your rights and responsibilities as an employee when answering customer questions, you can ensure a positive and professional interaction with customers. Remember, effective communication and problem-solving skills are key to building strong customer relationships and contributing to the success of your organization.