From the course: Customer Service at Your First Retail Job
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The power of positive communication
From the course: Customer Service at Your First Retail Job
The power of positive communication
- Not long ago, I had a speaking engagement, and I was staying at one of my favorite hotel chains. When I entered into the lobby, I saw the desk clerk standing at the counter. She was really into looking at her social media on her phone. She sensed I was there and finally looked up. I smiled at her, and she gave me the look of death. I assumed she was annoyed at me interrupting her, right? Her eyes rolled into her head, and she rattled off her greeting. Welcome to our hotel. You checking in? I said, yes. (laughing) I was there to check in. And gave her my credit card. She looked me up, sighed again, and begrudgingly said, thank you for being a Platinum member. You get a free item from our market. What went wrong in that transaction? I showed up. (laughing) Just kidding. But I certainly did not feel like a Platinum member. Communication is a powerful tool that you have in retail customer service and in your life. Let's look at how she could have used positive communication and made…
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