Make the customer happy

• Trust the customer
• Bend rules to appease them and clean it up later

The staff’s job is to figure out how to say “yes” to the customer

All internal systems and processes should be designed toward providing the best service

Improving customer service should be a regular topic of discussion

Problem solving difficult customer situations:

• Listen to the customer and colleagues when assessing the situation
• Prioritize the customer’s feelings and needs but balance with the needs of the store
• Offer support, empathy, and/or appreciation for what has been done so far
• Do not personalize the situation or solution, it’s not about you.
• Behavior speaks louder than words, so act professionally and with kindness
• Follow through
• When in doubt, err in the favor of the customer, and do so graciously, willingly, and professionally
• Preempt the customer’s desired outcome, don’t make them drag it out of you

Five Levels of Customer Engagement at Powell’s Books

Customer Service Training for Booksellers (based on ZINGTrain)