Customer service. Scenario 5 of 6. Correcting a colleague

That is not right

You are on the shop floor next to Reece, who has worked here longer than you. You hear him tell a customer that a laptop comes with a three-year warranty. You know it is one year. The customer is about to buy it.

What is the best call?

Say nothing. Reece is more experienced, and it is his sale.

Not the best call

The customer is about to pay because of something that is not true. When it comes out, the complaint lands on the whole shop. Being newer does not make it less your business.

Interrupt and say, "No, that's wrong. It's only one year."

Could be better

The customer gets the right information, which is the most important thing. But flatly contradicting Reece in front of them embarrasses him and makes the shop look disorganised. The same correction can be made gently.

Step in lightly. "Sorry to jump in. I think that model changed recently. Shall I check the warranty to be sure?" Then check it together.

Good call

The customer gets the truth before paying, and Reece gets a way to correct himself without losing face. Offering to check, instead of announcing he is wrong, also covers you if you are the one mistaken.

Wait until the customer has left, then tell Reece.

Not the best call

It is kinder to Reece and too late for the customer, who has bought something on a false promise. The correction has to come before they pay. You can talk to Reece afterwards as well.

The principle

If a customer is about to act on wrong information, correct it before they do. Offer to check instead of contradicting, so the facts get fixed and your colleague keeps their dignity.