- Customer Communication
- Effectively communicate your brand and service expectations.
- Use age-appropriate greetings.
- Service all customers the same regardless of their age or appearance.
- Interact well with customers.
- Demonstrate competence.
- Have good listening skills.
- Make suggestions based on customer comments.
- Make eye contact with customers.
- Appear engaged and interested in what the customer is telling them.
- Shake hands when meeting the customer.
- Respond to customer e-mails, telephone queries and complaints.
- Minimize any wait time.
- Ensure a pleasant and efficient treating of customers.
- Learn to read body language to see if a customer could use some help.
- Never discuss customers in front of other customers.
- Product Knowledge
- Confidently explain the company’s products and services.
- Able to explain the basic components of each product, features and benefits.
- Understand how to match specific products and services with particular customer needs.
- Confronting Conflict
- Act within the chain of command in conflict situations
- Understand who can authorize actions or changes.
- Keep threir cool and calm during conflict situation.
- Act to diffuse or alleviate the situation.
- Resolve customer service issues in a fair and equitable manner.
- Keep emotions in check.
- Stay polite at all times.
