There is a bad customer service habit that bothers me like no other, THE SILENT STARE. The reason it disturbs me is that it is not accidental, or unconscious, but intentional. I have never understood why someone would choose this behavior, especially with a customer. Today I had the opportunity to find out.
There she was when I walked into the business, standing at the counter, silently staring. I wondered how long she would keep it up, so I just stared back. Frustrated, after a very uncomfortable and quiet, minute and a half, I asked “Aren’t you going to ask why I’m here?’ she replied “Well you’re the one who wants something”. AHA!!! This young lady had it all wrong! She is the one who wants something from customers, business for her company!
Your employer did not hire you to ring up transactions for merchandise or services. Yep, you read that right. Customers can get the same products or services your business offers at any number of places, including online. Your company hired you to make their clients feel welcome, help them navigate the business with ease, basically charm their socks off and make them want to come back over and over again. Here’s how to get the first 30 seconds rolling.
- Acknowledge the customer within 3 seconds. If you are on the phone or with another customer, give them a little smile and wave to let them know you’ll be with them as soon as you can.
- Smile and greet the customer.
- Find out what you can do for them today.
- Clarify the main thing they are looking for and ask questions if you need to know more.
- Spring into action!