Customer Service Training | Sales Career | Career Tips | Sales Growth | Retail Sales

Who Are The Customers?

“Customers are those people who need your assistance. They are not an interruption to your job, but they are the reason you have a job.”

How to Start a Day?

•       Every morning the store manager should guide/explain the staff that what went wrong yesterday and what we have to improve today.
•      There should be open communication between the store managers and the staff.
•       Every staff member should have equal rights to speak and express.

Communicating Effectively with Customers

§  Enjoy helping people

§  Handle people well

§  Care for your customer

§   Give fair and equal treatment to all

§  Be understanding of people with special needs

§  Deal in a polite manner

Customer Expectation:

        Do’s                                       Don’ts

•       Friendliness                           Never argue
•       Empathy                                 Poor posture
•          Fairness                                  Using cellphone
•       Have all information             Never say no
•       Smiling                                    Don’t stare
•    Eye contact                             Be rude
•       Shaking hands                        Saying I don’t know
•    Be attentive                            Give wrong information
•   Happy Tone                             Angry face
•    Good posture                          Grumpy
•   Give personal space               Annoyed tone
•       Saying this is not our company policy

First Impressions – You Only Get One

•     Making a Good First Impression

•   “You will never get a second chance to make a first impression.”

Thoughtfulness in Meeting the Customer’s Needs:

•        Quick problem solving for customer
•          Offering immediate assistance
•           Friendliness
•           Be confident
•          Knowledgeable
•          Using the customer’s name in a conversation
•          Pleasant voice tone
•          Polite and courteous manners
•        Neatness
•         A genuine smile
•       Personal responsibility for a customer

Factors that Create a Negative Impression:

•        Not answering the phone promptly
•        Making the customer wait
•    Not saying “please” and/or “thank you”
•    Speaking loudly or condescendingly to customers or colleagues
•    Making faces, frowning, acting distant, and not smiling
•        Looking disheveled or like you do not care about your appearance
•    A poor handshake       
•     Focusing on another task while addressing or servicing a customer.

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