7 Finishing Touches for Your Customer Service Strategy
Have them at "Hello!"
First impressions carry outsize importance because of how memory works. "If I read you a long list of spices, you would remember the ones at the beginning and at the end," said Micah Solomon, co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. "That's how people remember customer service."
So create a written greeting script to ensure employees remember it.
Even if a store becomes unusually crowded, still acknowledge every customer, even if you’re on the phone. "It can be a simple eye contact and a smile," he said. Repeat customers should be flagged in the company's appointment system, so you can recognize them with a warm "Welcome back.”