Customer Service
What does G.O.T stand for?
Greet
Offer
Thank
What are the five W's of effective communication?
Who, What, When, Where, and Why?
What are the different types of difficult customers?
Angry
Indecisive
Demanding
Critical
What is your role as a customer service employee?
Delivering world-class customer service to all customers, ringing the registers, and organizing and refilling the display shelves.
What is the purpose of the barcode?
To ring up information about the product you scan.
What does AAA refer to when talking about customer service?
Acknowledge
Apologize
Act
If your coworker is engaging in gossip about another coworker what should you do?
Bring up positive traits about the coworker being mentioned and ask the gossiping coworker not to discuss anything negative about other people at the job around you.
How do you deal with an Indecisive customer?
Ask the customer specific questions or offer suggestions
List some examples of technology in the store?
Cash register
Hand scanner
Self check-out station
Telephone
What should you do when you notice damaged items in a shelf?
Immediately remove the damaged product from the shelves and replace ASAP so that the shelf isn't empty.
What is customer loyalty?
Customers who return to your business for their needs instead of exercising other options.
If you are unsure about what you should be doing at work what should you do?
Ask a peer/coworker or ask your supervisor what you should be working on.
What is it called when you listen carefully, put yourself in other people's shoes, and show appreciation for people?
What is Empathy?
What items are typically located at the front of the store/cash register?
Gum, candy, or chips.
What is a SKU or Item Number?
SKU short for Stock Keeping Unit are numbers used to identify a specific product.
What should you do first when a customer walks into the store?
Greet them warmly? (Hello, welcome to _____. My name is _____. Let me know if you need any help.)
How can we become better conversationalist?
Practice, Practice, Practice! We should always work to improve our communication skills with our peers, friends, relatives, and coworkers!
How do you deal with a Demanding Customer?
Assure the customer you will help to do whatever you can to resolve the issue.
Be prepared to compromise or ask for add support.
What are some areas in a typical CVS store?
Pharmacy, Stockroom, Break room, Manager office, Sales floor (aisle), and Bathroom.
What are some duties that can take your attention away from the cash register?
Answering the phone, attending to another customer, or handling a delivery.
What are qualities employers look for in customer service employees?
Empathy, Positive Attitude, Patience, Communication Skills, Problem Solving Skills, and Active Listening.
How do we get to know our peers and coworkers?
Ask them appropriate questions, build relationships before asking for a favor, learn their strengths, avoid rumors, and set boundaries for yourself.
When is it appropriate to escalate an issue to a supervisor?
Customer request
Communication with customer isn't productive
Situation is making you uncomfortable
Unable to meet customers needs
Expectations exceed your capabilities
Any threat being made
What is an "End Cap"?
The shelves at the end of an aisle marketing specific items making them highly visible to the customer.
What is a store brand item?
Items that are made and sold exclusively by a specific retailer, they are often priced lower than name brand items.