customer service facts
who is most likely to share bad experiences
gen x
When serving customers is your first impression important
Yes
what is a want
a want is something that simply would be nice to have
does the appearance of the coffee cart matter?
yes, your first impression is important
what percentage of people report bad experiences over positive ones
nearly 80 percent
is your language skills important when serving customers
yes positive language is important
what is a need
something that solves a real or imaginary song
do you serve the first coffee
no you run a mock coffee through the machine (never serve the first coffee)
who is most likely to share good experiences with friends
young people and millennials
what are the 3 goals of customer service
communication
satisfaction
problem solving
do costumers often know what they need or want more
customers often know there wants over needs
when doing an inventory check before opening what ingredients are you checking
coffee beans, milk, other consumables and tools
what percentage of people stop shopping somewhere because of bad customer service
over 33% of people
how would you deal with an unsatisfied customer
Stay positive, don't argue and attempt to solve their issue to prevent drama
are wants or needs a more powerful motivator
wants are more powerful
when should you open the coffee cart and do a team briefing.
after all the other opening logistics are covered
how many complaints does the ACCC (Australian Competition and Consumer Commission.) receive every year
roughly 20,000
what are the 8 most important customer service skills
empathy, patience, clear communication, knowledge of the product, positive language, reading between the lines, quick learning and ability to close
do customers get more joy out of purchasing things they need or want?
customers get more joy out purchasing wants
what does POS mean in business
point of sale