How to Provide Great Customer Service, Part Three

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It is January 24th. Today is my father's 77th birthday. He was my mentor. He is the person who got me interested in studying business. I learned a great deal from him. Happy Birthday Papa!  Hiring is key. In any organization it is important that only the right employees are hired for the job. The company must hire only employees who believe that customer service is important. They have to believe that the customer has to come first. Once the right employee is hired, they must be trained and then over-trained. Every employee should be able to provide not only the basic level of service for their customer, but an even higher level of service. Cashiers should be able to provide fast, friendly check out and, at the same time, carry on a polite conversation. There is a fine line between a polite conversation and rambling while other customers wait. If a cashier does not know their job, then problems arise and customers have to wait. When a customer feels like a cashier has made a mistake, nothing else is important.

In retail stores the cashiers, stockers, porters, baggers, customer service representatives, and even janitors are line-level employees. All line-level employees should be trained to handle all line-level duties. This is essential in organizations that operate lean. If a customer sees a janitor on the sales floor, they expect them to be able to assist them. When a rush comes, stockers can open registers; janitors can wash their hands, and then start bagging. Once the rush has cleared, everyone can return to their normal functions.

Disclaimer
The opinions or advice listed in this blog or website should be used as a place to start only. It is not a substitute for the use of a professional.
Please be sure to consult your attorney and/or accountant with any specific questions.
There is no one right answer to any business question that will cover all circumstances.
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