Part 1
Why is it important to greet every customer in a cheerful manner?
Greeting customers when they enter your store shows them you value their business and are willing to help. Greetings give you the chance to make a positive first impression and set the tone for the entire buying experience.
Why do customers like to hear "Let me double check"
When something isn’t available, or not ready, or you don’t have it – whatever it is – the words, “Let me double check that for you” will save the day. Every time! Rather than blurting out a negative, start with a positive. Start with, “Let me double check that for you.” Sometimes we need to double check ourselves. Either way, it’s a good habit to get into.
Is it true for those who work behind the scenes do not have to worry about customer service?
False! Each role is important for the organization!
Is it true that when customers have their own agenda, so they will not notice if you are in a bad mood?
FALSE! They will notice. So even on your bad days try try try your BEST to provide great customer service!
What are some non verbal ways of communicating in customer service?
Non-verbal communication – including body language, space between communicators, eye contact, posture, facial expressions, gestures and vocal cues
Why is it important to call people by their name?
A great way to convey that feeling of being known is to consistently use someone's name in conversation. It makes your words more personal and is interpreted as being caring and empathic. Naturally using your customer's name will build strong bonds that are hard to break.
Should we tell a customer to calm down?
Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.
Judge each situation carefully, sometimes you might need to get the boss to help the customer.
Is it true that when customers walk in the door trusting you; you just need to reaffirm that confidence before they leave?
It is TRUE!
Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them.
What if your customer has asked for something you don't have?
Get it! Try to have it brought in for them!
Substitute it! See if they
Find it Call your competition to see if they have it avaliable
How can you practice good eye contact?
If eye contact makes you nervous, take a deep breath and practice in a mirror, or with someone you are more comfortable with.
Practice with someone you trust!
You got this!
Finish this sentence to the best of your ability
"Be friendly and_______"
Be friendly and helpful!
What does "Pretend it's YOU" from Customer Service Tips
If you're working with a customer, either on the phone or in person and they need something --pretend it's you. What would you want to have happen? What would make you happy?
Golden rule: Do unto others as you would have them unto you!
Can customers hear a smile over the phone?
YES!
In business, it's important to give customers, over the phone, the same feeling they get from seeing a smile in person. It's important to put the customer at ease and show them your willingness to work together. Believe it or not, it's possible to smile over the phone!
Define what is good Customer Service
Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.
What does eye contact say about a person?
Individuals that are comfortable with eye contact are generally seen as honest, genuine, and empathetic. Also shows you are listening!
Why should we be respectful to customers
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
What would a customer think if you look away while they are talking to you?
The customer might think you aren't listening or do not care. Eye contact shows you are listening so stay focused
Is it true when a customer has a problem, it is important that they understand your point of view?
FALSE. It is our duty to provide great customer service and always listen.
Define what is bad customer service
Bad customer service is when a customer feels their expectations were not met. According to our Trends Report, the top indicators of poor customer service include long wait times, an automated system that makes it hard to reach a human agent, and having to repeat information multiple times.
Can you give us an example of who has great costumer service
What happens when you are not paying attention has a worker?
It means you are not alert! You must watch for every opportunity to give great service!
Why is it important to ask questions?
A super way to offer superior customer service is to ASK QUESTIONS. Build on what the customer is talking about. Listen for one or two words that you can ask something about. Even a simple, "Tell me more" will work. Once the customer is talking, you will be able to help them much better!
Name three Good first Impression with a customer?
Make sure you are well groomed
Show respect
Make eye contact
Why is it important to creatively problem solve for a customer service?
you must thrive on solving problems for your customers and make it a central part of your support role — and there will always be problems to solve.
Don’t be afraid to wow your customers as you seek to problem-solve for them. You could just fix the issue and be on your way, but by creatively meeting their needs in ways that go above and beyond, you’ll create customers that are committed to you and your product.
What are some ways for workers to personalize their service for you!