This document provides guidance for personal shoppers on handling difficult customer situations, maintaining professionalism, and dealing with busy periods. It recommends staying calm, cool, and collected when facing delays or issues. It also stresses the importance of working collectively and helping fellow shoppers during busy times to boost morale and efficiency. Additionally, it directs shoppers to an online Knowledge Base called the Hive Mind for comprehensive information to support their work.

9. 1.
2.
3.
4.
1.
2.
3.
4.
1.
2.
3.
4.
5.
6.
7.

10. •
•

11. •
•
•

12. •
•
•
•
•

13. •

14. •
•
•
•
•
•

15. •
•
•
•

16. •
•

17. •
•
•
•
•
•
•
•

18. •
•
•
•

19. •

20. •
•
•
•

21. •
•
•

22. 1.
2.
3.
•
•
•
•
•

23. •
•

24. •
•

27. •
•
•
•

28. •
•
•
•

31. •
•
•
•
•
•
•
•
•
•
•
•
•
•

35. General Shopping Information and FAQs
Handling Difficult Situations
Dealing with customers and merchant partners who may not understand our processes can be
trying – especially when they may not always be objective. Nevertheless, as concierge shoppers,
we need to maintain professionalism always. Never engage anyone with raised or harsh voices.
Your order is running late. Your deliverer is waiting for your order. You are ready to checkout,
but alas – there is a long queue! Breathe. It is much easier to deal with a situation when we are
calm, cool and collected, as opposed to having to fix mistakes we make when we are rushed.
Remember to be mindful of your trolleys (and the people around them) when you are busy as
well!
Busy periods affect us all. Encourage your fellow shoppers! See them struggling with something?
Help them out! Too many bags to tag? Operate as a collective whole to get the orders out.
Encouraging each other not only boosts everyone’s morale, it also makes for better efficiency!

36. Knowledge Base
We’ve created a portal for knowledge nuts like you! All the info you need to be a top shopper
has been compiled for you on our Knowledge Base (we call it our Hive Mind). The link is below!
bit.ly/HBShopperGuide