Difference between revisions of "CustomerServiceBadge"
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==Overview== | ==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== | ==Required Skills== | ||
*Demonstrate the following wonderful habits | *Demonstrate the following wonderful habits | ||
** Engagement (greet, help, thank) | ** 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) | ** Managing expectations (know when to fold 'em/LWIA) | ||
** Basic Scripts for FAQs | ** Basic Scripts for FAQs | ||
| + | ** Dealing gracefully with people who want a lower price | ||
** Managing and answering the phone | ** 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 | *** Read Leah's FAQ, answer 5 phone calls supervised | ||
** Learning Store Policies. | ** Learning Store Policies. | ||
*** Take [[Merit Badge Quizzes|policy quiz.]] | *** Take [[Merit Badge Quizzes|policy quiz.]] | ||
** Explaining Policies without conflict | ** 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. | ** 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 18:44, 15 July 2009
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."