Customer Service By The Book.
I walked into the sneaker store. Within seconds, an assistant asked if he could help me. My response was to point out that I had just arrived and might need his assiatnce shortly.
The timing of when you address your customers is arguably even more important than what you say. Good customer service takes that into account. Regimented customer service manuals do not.
posted by john dodds @ 7:20 AM
6 Comments:
Does 'Can I help you?' ever mean anything other than 'leave this shop immediately!'?
It's the wrong question. At the wrong time. And a yes/no answer.
Yet it happens in 90% of shops. And shits me to tears.
Exactly Angus, and the people who insist on their staff doing that must surely have the same reaction when they are on the receiving end.
Putting yourself truly in your customers' shoes is marketing job one.
You're right of course ... and there's something to be said about reminding people of the basics ... but you're better than this Mr Dodds, and this is coming from someone who writes shit blog posts every day of his poxy life.
But the point is that the basics are not being performed in the majority of cases (see Angus's comment).
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