Always the customer
Something for nothing
To be heard and have their experience validated
To vent just because
To be made majority shareholders in the company
A managed care medical program for customers
A cool phrase that looks good in company brochures
A new program where customers care for themselves
A philosophy where the customer is cared for by a company--the entire time they're customers
It must mention customer service in its mission statement
At least 18.3% of its employee must work in the customer service department
Its managers must at one time have been customer service or sales associates
Customer Service must be addressed by all departments
A new form of yogurt where the lid removes itself for you
Behavior being analyzed to see if it contagious
A mythical civilization in which everyone smiles and welcomes you when they meet
An environment where customer service reflects the thinking of the entire company
Research and long-term planning of the merchandise that will be sold in the store
Selling and service standards to ensure customers are satisfied
Ensuring that customers receive the right products at the right time and that they are displayed appropriately
Training employees to prepare them with product knowledge, selling and service skills.
Making sure the sales floor is recovered, damaged goods are returned, and safety and loss prevention standard are in place
Keep sales Associates informed of all your concerns about the store's sales trends
Know the service standard for your store and meet them consistently
Be energetic and enthusiastic with others
Demonstrate a genuine welcoming attitude toward every customer everyday, and be passionate about customer service
Loyal customers spend more time when making a purchase and that increases their value to the retailer
Customer loyalty decreases the amount of advertising a retailer must do to be competitive
Repeat business from loyal customer's increases a retailer's sales and profit because shoppers buy more often, recommend the retailer to others, and pay more for goods and services
Customer loyalty increases employee satisfaction and loyalty
Effectively selecting, training, coaching and retaining the best Sales Associates
Telling Associates to recover and merchandise the sales floor
Posting sales goals for the department and Sales Associates
Developing a solid merchandise and sales plan
Coach the associate for the price of the shirt
Coach the associate to inform the customer to stop being angry
Coach the associate to allow the customer to vent her anger
Coach the associate to diffuse the customer's anger first and find out why he/she is upset
The customer asks the sales associate for the price of a shirt
The customer approaches the counter and reaches for her purse
The customer continues searching through the tie rack for a complimentary tie
The customer decides to make a call to check on shirt sizes with her husband
Determine if the customer needs anything else
Turn the customer over to a more seasoned sales associate
Wait to see if the customer wants anything else
Close the sale before the customer changes his/her mind
I'd work with him/her as long it takes.
10 minutes or so; I'd go through it once as quickly as possible and then hang up.
About half an hour; I'd make sure he/she understands at least the basics.
None at all; I'd get frustrated the first time he/she says "I don't understand."
Glad, I like mentoring others
Angry, I don't have time to baby-sit
Annoyed, I can work faster on my own
Indifferent, I'll teach them what I can within the deadline
Ask you friend, "what are you doing? Put that down! I can get fired!"
Let your friend walk out the store, and tell them later never to steal from your job again.
Call the 911
Take the stolen product back from them yourself and kick them out the store.
Don't say anything to your friend, contact your Store Manager or Loss Prevention Department immediately and let them handle it.