Difference between revisions of "CustomerServiceBadge"
Jump to navigation
Jump to search
(New page: ==Overview== Having good customer service habits encourages repeat customers. This badge represents the minimum expectations for treating our customers. ==Required Skills== *Demonstrate ...) |
|||
| Line 12: | Line 12: | ||
*** Take policy quiz | *** Take policy quiz | ||
** Explaining Policies without conflict | ** Explaining Policies without conflict | ||
| − | *** Can list at least 3 diffusing tactics | + | *** 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. | ** 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 11:17, 3 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
- 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"