Retail Customer Service: Tips For Improving Your Level Of Service

Today I witnessed a customer service miracle inreferring to older customers and women as
action. I took my son to our local fast food"guys."
restaurant, so he could have some lunch and play3. Be proactive and ask how you may be of
in the indoor playground. While I was waiting forservice.
our food to be ready, a woman approached the4. Stay visible and available, but don't hover.
counter with a crushed Styrofoam cup. She said,5. Don't turn away, walk away, start to make a
"This cup fell off of our table and broke. I needphone call, or duck beneath the counter as a
another drink and I need someone to come cleancustomer approaches. (We've all had it happen to
up our table and the floor." The tone of her voiceus.)
suggested that somehow the restaurant was6. The live customer standing in front of you
responsible for her broken cup. And of course,takes precedence over someone who calls on the
there was no, "Hey I'm so sorry, one of myphone.
horrible children was fooling around and caused7. Never judge a book by its cover--all customers
you a mess."deserve attention regardless of their age or
It was then that right before my eyes aappearance.
customer service miracle occurred. Rather than8. Leave food and beverages in the break room.
replying with the same nasty treatment they had9. A customer doesn't want to hear about your
just gotten from the customer, the staff quicklyupcoming break.
gave her a new drink. Then a man appeared with10. Makes any personal calls when you're on a
a smile and said, "I would be glad to clean that upbreak and out of earshot.
for you." The staff never heard the words "thank11. The correct answer is never "I don't know"
you" from that customer, yet they acted as ifunless you add to it, "but I can find out for you."
they had. All were professional and conveyed an12. If a customer wants something that isn't on
attitude that said, "We love having the opportunitydisplay, go to the stock room and try to find it.
to serve each and every person in this13. If the item isn't in the stock room, offer to call
restaurant."another store or order it.
Not surprisingly, the place is almost always busy.14. Learn to read body language to see if a
The restaurant is clean, the managementcustomer could use some help.
supports our community with various school spirit15. Don't let chatty customers monopolize your
fundraising nights, the food is better than mosttime if others are waiting.
fast food, and most of all, the people that work16. Call for backup support if lines are forming.
there make you want to come back.17. Be discrete if a customer's credit card is
Watching customer service interaction is mydeclined by asking if there is another method of
hobby and my work, and today's experience waspayment he or she would like to use.
a living, breathing example of the 21 Rules for18. Never discuss customers in front of other
Excellent Retail Customer Service that we sharecustomers (they'll wonder what you're saying
with the participants in our courses. Most of themabout them once they leave).
are not that hard to follow. However, they can be19. Inspect merchandise before bagging it to
hard to follow consistently.make sure it's not defective or the wrong size.
If you work with customers in retail, take a look20. Make sure customers receive everything
at the list and ask yourself how closely you followthey've paid for before they leave your store.
the rules.21. Smile as you are saying goodbye and
1. Smile when greeting a customer in person andencourage the customer to come again.
on the phone (and yes, they can tell if you areAnd here's one more tip: if you can, give people
smiling over the telephone!).more than what they expect.
2. Use age-appropriate greetings, and avoid