Learn how to effectively acknowledge customers to keep them happy and reassured as they wait for your service.
- [Instructor] Have you ever been working the front counter…of your store, when you gaze out on to the floor…and see a sea of frowning faces waiting in line…to be served?…If you're in retail customer service,…this probably sounds familiar.…Let's talk about how to put those people at ease…and turn their frowns into smiles…by acknowledging your customers.…When I was in college, I used to work as a bank teller…at one of the busiest branches near my campus.…Whenever I worked, I would continuously have a long line…during my shift.…
Customers would regularly wait in line 15 minutes or more.…This was before online banking.…I had to figure out a way to let them know…that they were important and keep them reassured…while they waited.…The first thing I'd do, is I'd make eye contact…with the person while they were waiting in line…or when they'd first walk in the door.…I'd greet them with a warm smile and make sure…that they knew that I saw them.…In some retail stores, customer service reps…avoid eye contact as long as they can,…
In this course, learn techniques to deal with upset customers, and show empathy with active listening. Instructor and customer service expert David Brownlee—the author of Rock Star Customer Service—also provides etiquette tips to ensure quality service at every point of interaction: from the moment customers walk in the door to keeping them happy while they're on hold.
- Why it matters to deliver good service
- Creating a positive attitude
- Delivering a good first impression
- Dealing with upset customers
- How to listen
- Retail etiquette, including phone etiquette