CustomerServiceBadge - Revision history

Tonyc: /* Required Skills */ cust. service stuff.

2009-08-25T22:06:58Z

Required Skills: cust. service stuff.

Luiz at 01:44, 16 July 2009

2009-07-16T01:44:24Z

Tonyc: /* Required Skills */

2009-07-14T19:50:18Z

Required Skills

Luiz: /* Required Skills */

2009-07-03T20:29:42Z

Required Skills

Luiz: /* Required Skills */

2009-07-03T19:17:24Z

Required Skills

Luiz: New page: ==Overview== Having good customer service habits encourages repeat customers. This badge represents the minimum expectations for treating our customers. ==Required Skills== *Demonstrate ...

2009-06-19T21:18:49Z

New page: ==Overview== Having good customer service habits encourages repeat customers. This badge represents the minimum expectations for treating our customers. ==Required Skills== *Demonstrate ...

New page

==Overview==
Having good customer service habits encourages repeat customers. This badge represents the minimum expectations for treating our customers.

==Required Skills==
*Demonstrate the following wonderful habits
** Engagement (greet, help
** Managing expectations (know when to fold 'em/LWIA)
** Basic Scripts for FAQs
** Managing and answering the phone
*** Read Leah's FAQ, answer 5 phone calls supervised
** Learning Store Policies.
*** Take policy quiz
** Explaining Policies without conflict
*** Can list at least 3 diffusing tactics
** Deferring all exceptions/questions to 2600s and Whistles.
** Thanking customers when they leave, when the get their receipts, and any time you are given money
** Those Three Little Words every coordinator wants to hear, "I don't know"

← Older revision		Revision as of 22:06, 25 August 2009
Line 19:		Line 19:
	** Thanking customers when they leave, when the get their receipts, and any time you are given money		** Thanking customers when they leave, when the get their receipts, and any time you are given money
	** Those Three Little Words every coordinator wants to hear, "I don't know."		** Those Three Little Words every coordinator wants to hear, "I don't know."
		+
		+
		+	==Required Skills (another stab at this)==
		+	*Demonstrate ability to clearly explain our store policies
		+	**Return policy
		+	**Volunteer Discount Policy
		+	**Tech Support Policy
		+	**System Warranty
		+	*Exhibit engagement, helpfulness and politeness to all Thrift Store customers:
		+	**Engagement
		+	***Make sure all customers are greeted on entering the store.
		+	***Making eye contact and initializing interaction with customers.
		+	***Asking "Does anyone need help?" "Any questions?" "Have you been helped," and all manner of cloying niceties.
		+	***Thanking customers multiple times for each transaction: when they hand you money, and when you hand back a receipt.
		+	***Explaining policies and details with each transaction to ensure they understand the transaction.
		+	**Presence
		+	***No personal emails or web surfing unless absolutely dead.
		+	***No eating meals on the floor (snax o.k., but nothing with gravy!)
		+	***Yakking on phone, texting, sexting, tweeting or otherwise "checking out."
		+	***Taking appropriate breaks to do all of the above.
		+	***Getting out on the floor on occasion to "work the room" and not setting up camp at the computer.
		+	***Doing research and computer work at appropriate times, not letting computer work distract you from interactions with customers and leaving the floor to do that work if needed.
		+	*Demonstrate ability to defer and/or punt questions in an appropriate and helpful way.
		+	*Take the extra effort to ensure people understand why they aren't getting what they expected, as needed.
		+	**Not being short in saying "no" to requests for tech support, refunds, holds, etc.
		+	**Not allowing your nagging, gnawing irritations with your own species show outwardly.

@@ Line 1: / Line 1: @@
 ==Overview==
-Having good customer service habits encourages repeat customers.  This badge represents the minimum expectations for treating our customers.
+Having good customer service habits encourages repeat customers.  This badge represents the minimum expectations for treating our customers.  No, you don't have the required pieces of flair.
 ==Required Skills==
 *Demonstrate the following wonderful habits
 ** Engagement (greet, help, thank)
-** Presence (eating, texting, sexting, yakking, tweeting non-fg stuff in the store)
+** Presence (no eating, texting, sexting, yakking, tweeting non-fg stuff in the store)
 ** Managing expectations (know when to fold 'em/LWIA)
 ** Basic Scripts for FAQs
 ** Managing and answering the phone
 *** Read Leah's FAQ, answer 5 phone calls supervised
 ** Learning Store Policies.
 *** Take [[Merit Badge Quizzes|policy quiz.]]
 ** Explaining Policies without conflict
-*** Can list at least 3 diffusing tactics ( 1 - Acknowledge the emotion before solving the problem, 2 - "I'm not arguing, I'm just saying no." 3 - Policies are the same for everyone, and everyone can contribute to looking a policy)
+*** Can list at least 3 diffusing tactics ( 1 - Acknowledge the emotion before solving the problem ("Not having internet access sounds frustrating"), 2 - For argumentative types "I'm not arguing, I'm just saying no." 3 - Universality of policy-  "Policies are the same for everyone, and everyone can contribute to looking at a policy")
 ** Deferring all exceptions/questions to 2600s and Whistles.
 ** Thanking customers when they leave, when the get their receipts, and any time you are given money
 ** Those Three Little Words every coordinator wants to hear, "I don't know."