| Today I witnessed a customer service miracle | | | | 5. Don't turn away, walk away, start to make |
| in action. I took my son to our local fast | | | | a phone call, or duck beneath the counter as |
| food restaurant, so he could have some lunch | | | | a customer approaches. (We've all had it |
| and play in the indoor playground. While I | | | | happen to us.) |
| was waiting for our food to be ready, a woman | | | | |
| approached the counter with a crushed | | | | 6. The live customer standing in front of you |
| Styrofoam cup. She said, "This cup fell off | | | | takes precedence over someone who calls on |
| of our table and broke. I need another drink | | | | the phone. |
| and I need someone to come clean up our table | | | | |
| and the floor." The tone of her voice | | | | 7. Never judge a book by its cover--all |
| suggested that somehow the restaurant was | | | | customers deserve attention regardless of |
| responsible for her broken cup. And of | | | | their age or appearance. |
| course, there was no, "Hey I'm so sorry, one | | | | |
| of my horrible children was fooling around | | | | 8. Leave food and beverages in the break |
| and caused you a mess." | | | | room. |
| | | | |
| It was then that right before my eyes a | | | | 9. A customer doesn't want to hear about your |
| customer service miracle occurred. Rather | | | | upcoming break. |
| than replying with the same nasty treatment | | | | |
| they had just gotten from the customer, the | | | | 10. Makes any personal calls when you're on a |
| staff quickly gave her a new drink. Then a | | | | break and out of earshot. |
| man appeared with a smile and said, "I would | | | | |
| be glad to clean that up for you." The staff | | | | 11. The correct answer is never "I don't |
| never heard the words "thank you" from that | | | | know" unless you add to it, "but I can find |
| customer, yet they acted as if they had. All | | | | out for you." |
| were professional and conveyed an attitude | | | | |
| that said, "We love having the opportunity to | | | | 12. If a customer wants something that isn't |
| serve each and every person in this | | | | on display, go to the stock room and try to |
| restaurant." | | | | find it. |
| | | | |
| Not surprisingly, the place is almost always | | | | 13. If the item isn't in the stock room, |
| busy. The restaurant is clean, the management | | | | offer to call another store or order it. |
| supports our community with various school | | | | |
| spirit fundraising nights, the food is better | | | | 14. Learn to read body language to see if a |
| than most fast food, and most of all, the | | | | customer could use some help. |
| people that work there make you want to come | | | | |
| back. | | | | 15. Don't let chatty customers monopolize |
| | | | your time if others are waiting. |
| Watching customer service interaction is my | | | | |
| hobby and my work, and today's experience was | | | | 16. Call for backup support if lines are |
| a living, breathing example of the 21 Rules | | | | forming. |
| for Excellent Retail Customer Service that we | | | | |
| share with the participants in our courses. | | | | 17. Be discrete if a customer's credit card |
| Most of them are not that hard to follow. | | | | is declined by asking if there is another |
| However, they can be hard to follow | | | | method of payment he or she would like to |
| consistently. | | | | use. |
| | | | |
| If you work with customers in retail, take a | | | | 18. Never discuss customers in front of other |
| look at the list and ask yourself how closely | | | | customers (they'll wonder what you're saying |
| you follow the rules. | | | | about them once they leave). |
| | | | |
| 1. Smile when greeting a customer in person | | | | 19. Inspect merchandise before bagging it to |
| and on the phone (and yes, they can tell if | | | | make sure it's not defective or the wrong |
| you are smiling over the telephone!). | | | | size. |
| | | | |
| 2. Use age-appropriate greetings, and avoid | | | | 20. Make sure customers receive everything |
| referring to older customers and women as | | | | they've paid for before they leave your |
| "guys." | | | | store. |
| | | | |
| 3. Be proactive and ask how you may be of | | | | 21. Smile as you are saying goodbye and |
| service. | | | | encourage the customer to come again. |
| | | | |
| 4. Stay visible and available, but don't | | | | And here's one more tip: if you can, give |
| hover. | | | | people more than what they expect. |
| | | | |