In a recent post, Customer Service and Silver Bullets, I shared my recent experience with a retail clerk not devoting his full attention to customers -- the cell phone was glued to his ear. This retail clerk didn't appreciate the value of the customer on this day. But this clerk is not alone when it comes to under-valuing the customer.
What you can say
Why this will work
What to Do In The Future
- Develop a list of frequently asked for your team. This is a task I'd assign to the team. Each member can submit a question to a master list.
- Coach your team on what to say in this situation. Don't assume they know what to say.
- Create a uniform environment by having procedures in place. This way you know the TEAM is following the same steps and relaying the same information.