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Make the customer happy
- Trust the customer
- Bend rules to appease them and clean it up later
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The staff’s job is to figure out how to say “yes” to the customer
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All internal systems and processes should be designed toward providing the best service
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Improving customer service should be a regular topic of discussion
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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)