GOLDEN RULES OF CUSTOMER SERVICE
GOLDEN RULES TO GREAT
CUSTOMER SERVICE
Presented by
Bill Huninghake & Rich York
THE GOLDEN RULE
DO UNTO OTHERS AS YOU
WOULD HAVE THEM DO UNTO
YOU.
GOLDEN RULES TO GREAT
CUSTOMER SERVICE
1.
2.
3.
4.
5.
6.
A CUSTOMER IN NEED IS
A CUSTOMER INDEED.
HIRE PEOPLE WITH GOOD
CUSTOMER SKILLS
TRAIN YOUR EMPLOYEES
ON STORE POLICIES.
CROSS TRAIN YOUR
EMPLOYEES.
TRAIN YOUR EMPLOYEES
HOW TO BUILD RAPPORT.
KNOW YOUR CUSTOMERS
NAMES AND USE THEM.
7.
TRAIN YOUR EMPLOYEES
HOW TO ASK OPEN
ENDED QUESTIONS.
8. INSTILL A SENSE OF
URGENCY IN HELPING
CUSTOMERS.
9. TRAIN YOUR EMPLOYEES
HOW TO HANDLE ANGRY
CUSTOMERS.
10. DON¡¯T LET AN UNHAPPY
CUSTOMER LEAVE YOUR
STORE.
WHAT IS YOUR GOLDEN EGG?
1. IMPROVE CUSTOMER RETENTION
2. COMMUNITY INVOLVEMENT
3. INCREASE NEW CUSTOMERS
4. FRIENDLIEST PLACE AROUND
5. BEST PERISHABLES IN TOWN
6. BEST MEAT DEPARTMENT AROUND
WHY DID THE CUSTOMER CROSS THE ROAD?
AFFILIATED
FOODS
STORE
SUPERCENTER
................
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