Difference between revisions of "CustomerServiceBadge"
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==Required Skills== | ==Required Skills== | ||
*Demonstrate the following wonderful habits | *Demonstrate the following wonderful habits | ||
| − | ** Engagement (greet, help | + | ** Engagement (greet, help, thank) |
| + | ** Presence (eating, texting, sexting, yakking, tweeting non-fg stuff in the store) | ||
** Managing expectations (know when to fold 'em/LWIA) | ** Managing expectations (know when to fold 'em/LWIA) | ||
** Basic Scripts for FAQs | ** Basic Scripts for FAQs | ||
| Line 15: | Line 16: | ||
** Deferring all exceptions/questions to 2600s and Whistles. | ** 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 | ** 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." |
Revision as of 11:50, 14 July 2009
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, thank)
- Presence (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 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)
- 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."