A customer reports incorrect change given for a large order. How should you respond?

• A. Refuse to help
• B. Apologize, review the transaction in the POS, correct the change, and ensure the customer receives accurate funds.
• C. Blame the customer
• D. Ignore and continue

Answer: (B)

When a customer reports incorrect change on a large order, the right approach is to take ownership, apologize, and fix the issue promptly. Start by acknowledging the error and expressing regret for the inconvenience. Then review the transaction in the POS to confirm what was charged and what the correct change should be. Use the system to correct the change and hand over the accurate funds to the customer. If needed, provide a receipt or note the correction for accountability and future reference. This approach shows you value the customer, maintains financial accuracy, and helps prevent repeated mistakes.

Refusing to help, blaming the customer, or ignoring the issue isn't acceptable because those responses undermine trust and fail to uphold proper cash-handling and service standards.