CustomerServiceBadge

Overview

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 (no eating, texting, sexting, yakking, tweeting non-fg stuff in the store)
  • Managing expectations (know when to fold 'em/LWIA)
  • Basic Scripts for FAQs
  • Dealing gracefully with people who want a lower price
  • Managing and answering the phone
  • "If you have any questions, let me know" ... and walk away.
    • 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 ("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."

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.