Customer Service: the retail, banking, hotel and restaurant industries stand or fall on those two words.

Customer Expectations

Customers expect certain things; they expect to be served as soon as possible after entering the store or reaching the checkout, they expect to be the focus of the staff member’s attention, not a distraction from the real business of chatting with their colleague. They expect courteous service, even though the employee may be having the worst day ever.

Those undertaking formal customer care training are told all these things and more: greet the customer, make eye contact with him, be aware of other customers or staff waiting nearby, apologise for any delay, listen to any problem the customer may have, stick to the facts when answering queries and be honest, respond to complaints with a workable solution, speak clearly and calmly, call in a supervisor if necessary, wish the customer goodbye at the end of his visit.

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