Quick check
Guess first, no penalty. A customer shows you a website chat saying the store takes returns after 60 days. Your policy says 30. What do you do first?
Sometimes the website chatbot (a program that answers typed questions) promises something the store can't do. It says the item is in stock, or that a return is fine after 60 days when your policy says 30. The customer arrives with the chat open on their phone. Check the real stock, price and policy, then explain.
When a customer arrives with a chatbot promise
Put these steps in the order you'd follow them.
Put it in order
A customer shows you a website chat saying the store can take a return after 60 days. Your policy says 30.
Report it so it gets fixed
The last step is the one that's easy to skip. A short, exact report gives your manager what they need:
Website chat told a customer today that returns are fine after 60 days.
Our policy is 30. Screenshot attached.
I sorted it out with the customer. Can you pass this on to whoever runs the chat?Fill the gaps
Fill the gaps so the report can get the bot fixed.
Report
Website chat told a customer today that . Our policy is . .
Try it
Your steps, about 2 minutes
- 1.Ask your manager what to do when the website bot gives a wrong answer, and write the steps down.2 min