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Scenario · People, Safety and Loss Prevention

Resolve a pricing complaint and manage a difficult customer

You are the front end supervisor at the Frankston supermarket.

Intermediate2 to 3 hours8 tasks
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The situation

What has happened

It is Sunday at the Frankston supermarket and you are supervising the front end. A customer who was overcharged on a catalogue cereal special last week has returned and asks for a supervisor; the difference was refunded but she is unhappy that the same ticket was still wrong on Friday. Later, a customer whose card is declined at self-checkout becomes loud, swears at the team member and refuses to leave the terminal. Tom Abernethy has reinforced the respectful customer behaviour steps at every site after an abusive event at the pharmacy. The customer feedback register holds the original pricing complaint and the point-of-sale procedure covers price overrides.

Your brief. Resolve the pricing complaint fairly and record it, support the team member and de-escalate the customer at self-checkout using the respectful behaviour steps, decide when to end the interaction and involve security or police, and complete the incident and feedback records with a debrief for the team member.
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Tasks

Deliverables

  • Updated customer feedback register entry for the pricing complaint
  • Completed incident and hazard report form
  • WHS and security incident register entry with the debrief recorded
  • Note to the People, Safety and Loss Prevention Manager

Documents to use

Systems to use

Customer Feedback and Complaints Register

Records every complaint, compliment and suggestion received in store, online or on social media and tracks it to resolution.

WHS and Security Incident Register

Logs injuries, near misses, hazards, theft, aggressive customer events and food safety events with investigation and corrective actions.

For trainers and assessors

Units of competency

Current on training.gov.au for the Retail Services Training Package as at 10 September 2026.

SIRXCEG002Assist with customer difficulties
SIRXCEG008Manage disrespectful, aggressive or abusive customers
SIRXRSK001Identify and respond to security risks
SIRXCOM001Communicate in the workplace to support team and customer outcomes
SIRXMGT001Supervise and support frontline team members

Qualifications

SIR30216Certificate III in Retail
SIR40316Certificate IV in Retail Management
Assessor notes

What to look for

Evidence guide

Role-play both customers. The student must listen and resolve the pricing complaint without defensiveness and record it. With the abusive customer look for the single clear statement, an offered solution, a decision to end the interaction, no physical contact and correct escalation. The incident record must be complete within the timeframe and the debrief recorded. The ban recommendation must be reasoned.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.