Tuesday, April 3, 2012

Tip #14: Customer Service Is More Than Common Courtesy

Today’s tip is to take the time to train your employees in the realm of customer service. Reminding your employees of the adage, ‘Treat others the way you would like to be treated,’ is not enough. Take the time to remind them that it is more than just common courtesy. For example, don’t just greet customers – greet them with a smile. Don’t just say thank you to the customer - thank them for their business and invite them to come back again. Encourage your storefront employees to be proactive and go to the customer in the store to offer assistance – don’t let them wait for customers to come to them with a problem.

Phone etiquette is another area of customer service you should be training your employees. Teach them how you would like the phone answered. (Tip: Use the business name and employee name in the greeting to personalize it.) Additionally, if they have to place a customer on hold, teach your employees to ask "May I put you on hold?”. Your customers are busy people, too, and they may choose to call back at another time rather than sit on hold.

If you take the time to train your employees on what customer service really means, your customers will take notice and come back. They may even spread the word that your store is one of the few places that provides exceptional customer service.

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