Difference between revisions of "Thrift Store/customer service"
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*Don't get stuck behind the POS, staring at the computers | *Don't get stuck behind the POS, staring at the computers | ||
*If someone asks you where something is located walk them over to it instead of just pointing in the general direction | *If someone asks you where something is located walk them over to it instead of just pointing in the general direction | ||
| − | Give them the whole story | + | *Give them the whole story |
| − | + | **Is someone buying an as-is item? Make sure they know it's not exchangeable and that we can't guarantee whether it works or not | |
| − | + | **if someone calls on the phone and asks if we have something, make sure they know we don't do holds | |
| − | + | **if they're buying a system make sure they are aware of the warranty/tech support policy | |
| − | Phone servicing | + | *Phone servicing |
| − | + | **try not to talk over people | |
| − | + | **don't assume you know what their question is before they have a chance to ask it | |
| − | + | **if someone is rambling on and on it's okay to cut them off, but try to do it in a nice way | |
| − | Don't play music so loud that the customers can't hear you | + | *Don't play music so loud that the customers can't hear you |
| − | Try not to eat giant sammiches out on the floor, little snacks are okay | + | *Try not to eat giant sammiches out on the floor, little snacks are okay |
| − | Don't get too technical; with people who don't know what you're talking about eyes will gloss over, with people who do you'll get monopolized and be stuck talking to them for the next hour | + | *Don't get too technical; with people who don't know what you're talking about eyes will gloss over, with people who do you'll get monopolized and be stuck talking to them for the next hour |
| − | Don't check your personal email while in store, take a break | + | *Don't check your personal email while in store, take a break |
| − | Say thank you! When they give you money and when the transaction is finished | + | *Say thank you! When they give you money and when the transaction is finished |
Revision as of 15:57, 25 August 2009
Customer Service a la Free Geek Thrift Store
Acknowledge the customers
- When they come in the door
- when they're looking for stuff
- when they come up to buy something
Be nice to people
- Even if it seems like they are asking the same questions over and over
- Even if you're feeling grumpy
- Even if they're stinky
- Don't be snarky if it seems like someone doesn't know what they're talking about
Be available for the customers
- Don't get stuck behind the POS, staring at the computers
- If someone asks you where something is located walk them over to it instead of just pointing in the general direction
- Give them the whole story
- Is someone buying an as-is item? Make sure they know it's not exchangeable and that we can't guarantee whether it works or not
- if someone calls on the phone and asks if we have something, make sure they know we don't do holds
- if they're buying a system make sure they are aware of the warranty/tech support policy
- Phone servicing
- try not to talk over people
- don't assume you know what their question is before they have a chance to ask it
- if someone is rambling on and on it's okay to cut them off, but try to do it in a nice way
- Don't play music so loud that the customers can't hear you
- Try not to eat giant sammiches out on the floor, little snacks are okay
- Don't get too technical; with people who don't know what you're talking about eyes will gloss over, with people who do you'll get monopolized and be stuck talking to them for the next hour
- Don't check your personal email while in store, take a break
- Say thank you! When they give you money and when the transaction is finished