When I was in high school I worked as a retail sales associate in a clothing store. This experience taught me the importance of making the first move when helping customers.
Read MoreBe you
Resist the temptation to let your personality get buried beneath the pressures of following policies, challenging customers, and demanding bosses. Instead, put your own personal stamp on the service you provide.
Read MoreServe one customer at a time
There are times when we all get busy, but each customer deserves our full focus and attention. "Busy" is never a valid excuse for poor service.
Read MoreThe 10 and 5 Rule
The 10 and 5 rule is famous in the hospitality industry as a simple reminder to consistently greet people that you encounter.
Read MoreFocus on lifetime value
Chris Zane, founder of Zane's Cycles, made his company famous for customer service by focusing on each customer's Lifetime Value.
Read MoreAnswer the phone with enthusiasm!
We create a first impression every time we answer the phone, but that doesn't mean we always put our best foot forward.
Read MoreMake sure they know your name
You probably knew that you can personalize your service if you learn and use customer names. Did you know that customers tend to give even higher ratings when they know your name?
A review of customer satisfaction surveys reveals that customers who mention an employee by name are 2 - 3 times more likely to give the highest rating.
Tips to ensure customers know your name
- Introduce yourself
- Invite customers to ask for you personally if they need assistance
- Hand a business card with your name on it
- Write your name on a receipt
- Use their name in conversation (it encourages them to remember yours)
Remember that we all tend to forget names quickly without a little repetition. Find a way to remind your customer of your name a couple of times so it will stick with them.
Give preferential treatment
Repeat customers like to be acknowledged. One way to do this is by learning their preferences and incorporating them into your service.
Read MoreFriendly follow-up
Customers will sometimes mention something off-hand that you can later use to build rapport.
Read MoreLearn and use customer names
Dale Carnegie once remarked that the sweetest sound to a person is the sound of his or her own name. Calling customers by name (and helping them learn yours) is a great way to establish rapport.
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