Great Customer Service Is An Attitude
All employees are all individuals first, involved in the usual array of emotions and feelings.
They have attitudes and feelings that change constantly, day to day and minute to minute, depending on the situations which affect them.
Personal problems and worries, difficulties at home, an argument with someone, all affect the courteous attitude they bring to the job.
It is important that we recognize that our frame of mind can affect our job performance.
If they allow personal problems or worries to occupy their mind, they are not concentrating as they should on the needs and wants of our customers.
Courtesy, one of the most important factors in the job, will be sacrificed.
When they are not giving sincere, friendly, courteous service, they are not being fair to the customers, the store , or themselves
THE WORK DAY ACTUALLY BEGINS BEFORE WE GET TO THE STORE. IT
BEGINS WITH PUTTING OURSELVES IN THE PROPER FRAME OF MIND
FOR WORK AND PUTTING ASIDE, AT LEAST TEMPORARILY, OUR
We all tend to form first impressions, good and bad, based on one’s appearance.
Attitudes and relationships with that person are affected by that first impression.
The customers may very well be making certain judgements about the employee and the store based on their appearance.
It is important that careful attention is given to their grooming and the image they project.
They should be encouraged to start each workday by being well groomed.
People think of food in association with cleanliness.
It is essential to be clean and look clean.
Grooming requirements should be part of the written company policy manual
Handling Customer Questions
Every customer question provides an employee to demonstrate the customer service standard of the store and to exhibit their own personal charisma.
Those questions are very important to the customer and should get the attention and follow-through they deserve.
Customers expect prompt, courteous attention and appreciate the service you offer. Receiving help or information in a cheerful, courteous manner makes customers feel
that they are important.
STEPS IN HANDLING CUSTOMER QUESTIONS:
1. STOP what you are doing.
2. Make eye contact with the customers and give them your undivided attention.
3) Listen to the customer and make sure you understand what the customer wants. If you don’t completely understand tell them so and ask them, very politely, to repeat or explain what they want further.
4. Give correct information, do not guess, guessing can confuse the customer and give your store a bad image.
If you are not sure, TAKE them to the store/department manager.
EMPLOYEES SHOULD BE TAUGHT THAT THEY ARE NEVER TOO BUSY TO
WITHOUT CUSTOMERS THERE WOULD BE NO STORE OR JOBS, THEY
SHOULD NEVER BE MISTREATED OR MADE TO FEEL THAT THEY ARE A
Questions Are An Opportunity To Increase Sales
When a customer requests information about the LOCATION of an item, or the possibility of bringing in an item not currently carried, it is the employees responsibility to be of service to that customer.
They can keep that customer coming back to the store, thereby increasing sales, by helping them with their problems quickly and courteously.
IT IS IMPORTANT THAT THEY KNOW THE STORE, KNOW WHERE ITEMS
ARE LOCATED…They SHOULD NEVER POINT in the general direction…
**They should STOP what they are doing and WALK the customer directly to the item, this helps eliminate additional questions and increases the chance of a sale.
**Except employees checking out customer’s, they should call a manager
Showing the customer the location of an item demonstrates their concern for helping them with a problem.
If they notice someone looking intently up and down the aisle, they should ask if they can help.,
Customers appreciate the help and employees have an opportunity to increase sales.
When a customer requests information about an OUT OF STOCK item or an item the store does not carry, it is their opportunity to suggest comparable items.
The customer is challenging you to satisfy one of his needs.
If it is an out of stock items explain to her when the next shipment is expected and then suggest a comparable item in substitution.
If it is an item the store does not carry, they should tell them that they will notify the Manager and suggest a comparable item, if applicable.
When Mishaps Happen
Mishaps, such as dropping and breaking an item, may happen when customers purchases are being taken to their car.
Should this happen employees should:
I. Stay calm. Think their way through the problem.
2. Apologize for the accident and delay.
3. Assure the customer that the damaged items will be replaced.
4. Work fast in cleaning up the damage so that breakage won’t ruin the whole bag of items.
Save the most expensive items first.
5. Replace all damaged items as quickly as possible.
6. Clean off or replace non-damaged, but soiled, items.
EVERY ADDITIONAL ITEM PURCHASED THROUGH GREAT CUSTOMER
SERVICE ADDS UP TO INCREASED SALES AND PROFITS FOR THE