Customers who visit your business should receive the same quality service they encounter over the phone. Creating some guidelines for quality service will unify employee behavior—to a pleasant degree—while allowing for creativity and customization. Service specialists should:
Greet and welcome every customer. Initiate and close every contact—moment of truth—with direct eye contact and a bright smile. Extend the appropriate greeting to every customer: “Good morning/afternoon/evening.” “Welcome.” “May I help you?”
Seek out customer contact. Service specialists are responsible for assisting customers before being asked. Anticipate questions or problems beforehand; offer assistance accordingly. Read full story.