5-Star Customer Service
4-6 Hours

If we don't take care of our customers, someone else will.

Objectives

• Understand how to offer retail customers help in a friendly way
• Learn to ask the right questions to find out what the customer needs
• Help customers with confident recommendations
• Master the art of helping several customers simultaneously
• Develop skills in helping irate or frustrated customers
• Understand the importance of indirect customer service: cleanliness, neatness, merchandising

Agenda

Small group discussion: exceeding customers' expectations
Customer service and your company mission
The five steps of Five-Star Customer Service
What's in a greeting? First impressions
Exploring to find out what the customer needs/wants
Directing the customer and making recommendations
Practice exercise: meeting, greeting, assisting
The art of juggling multiple customers
Practice exercise: helping several customers
Answering the phone and paging properly
Great service for angry customers
Practice exercise: handling difficult customers
Non-contact service: neatness, cleanliness, merchandising