1. Get to Know Your Customer

2. Giving Quality Service
Customer Service makes the difference between customers eating at your restaurant or the one across the street.
From: Dummies Guide to Customer Service (2011). p. 24.
T begins by asking Ss, “What is your definition of ‘quality’ customer service?” Once a list is compiled on the whiteboard, T asks Ss why it is important to deliver consistent quality service, with the answer being “competition” for our customers’ business. T explains that two factors in giving quality service include Priority and Skills, as per PP.

3. Know Your Customer
There isn’t just one type of customer, here’s a list of all the types of customers you may encounter.
Potential
Loyal
New
Complaining
Impulsive
Need Based
Aggressive
Know it all
Impatient
Wandering
Discount
Silent
T explains “One of the best way to provide quality service is by knowing who your customer is.” T hands out "Define/ give an example of each type of customer ” and instructs Ss to partner with someone for 5min and give a definition or example for each kind of customer mentioned. After a few minutes engage in a group discussion going over each kind of customer. 

4. First Impressions: How important are they?
T leads Ss in discussion on the importance of a making a positive first impression on our customers. T can ask the class to think of a time when their first impression was correct about a person or company, and perhaps a time when their first impression was changed by the service delivered or actions taken. 8

5. “There’s no second chance to make a good first impression”
First Impressions
“There’s no second chance to make a good first impression”
FIRST IMPRESSIONS
Nonverbal
Verbal 9

6. “Mirror, Mirror”: Nonverbal Impressions
Projecting the right non-verbal cues can help your customer feel at ease
Constantly think about what your reflection in the mirror would be
T presents PP comparison images of Facial Expressions, Eye Contact, Gestures, and Posture. Class discusses how these non-verbal cues can lead us to base impressions off what we see, and not what is said. This can lead to a discussion on how our mouth is saying one thing while our body is saying another. Both verbal and non-verbal behavior must match and make for a winning customer service experience.
Body language can also give clues as to the customers’ needs. Being observant allows us to read the customer’s body language and determine how to best serve the customers. T distributes “You Be the Detective” handout.

7. Greeting Customers in a Winning Way
Acknowledge the customer’s presence
Make eye contact as soon as possible. Even if you are with a customer, excuse yourself to greet the newcomer. This is the first impression.
Project a professional and friendly image
Attire. Alert. Courteous. Service attitude. Smile. Greet each customer in natural and relaxed manner.
Create an opening for discussion
Observe customer for clues to start conversation. Establish common interest. Make appropriate comments
Before you can build a relationship with a customer, you first have to greet the customer in a way that makes her feel welcome and comfortable doing business with you. Some experts say that a sales associate has about 10 seconds to notice a customer’s arrival and greet her in order to create a good impression. That’s not much time, so you need to make every second count.
T leads Ss through a “winning way” to greet customers, as detailed in PP: Acknowledge the customer’s presence; Project a professional and friendly image; Create an opening for discussion; Be reassuring, but not pushy; and Include the entire party

8. Greeting Customers in a Winning Way
Be reassuring, but not pushy
Be aware of how the customer is receiving you, and respond with sensitivity.
Include the entire party
Remember to acknowledge and provide good service to the shopper’s companions e.g. offer a chair, coffee, magazine etc.
Even if the accompanying party isn’t engaging you in a any way you can still welcome them and offer a smile.
Before you can build a relationship with a customer, you first have to greet the customer in a way that makes her feel welcome and comfortable doing business with you. Some experts say that a sales associate has about 10 seconds to notice a customer’s arrival and greet her in order to create a good impression. That’s not much time, so you need to make every second count.

9. After that great first impression...
Follow up with great service!
This means you need to do a little observation and questioning to figure out what your customer needs/wants. 2

10. Determine Customer Needs
Searching/Open-Ended Questions
Who? What? Where? When? Why? How?
Questions beginning with these words will encourage conversation, while Yes/No questions will close a conversation.
T continues the thought about meeting customers’ needs by effectively determining the purpose of a customer’s visit. T can ask the question to the group, “Does anyone know what an open-ended question is?” After a few guesses, the T follows up with, “Then what is a closed-ended question?”. Once the difference has been established, T explains how asking the right questions can help us to determine, and meet, our customers’ needs. T leads the group in a couple of rounds of 20 Questions by asking placing Ss in groups and asking them to select O next to a question if it is and Open-ended question and C if it is a Close ended question. T distributes “Opening Doors with Open & Close Ended Questions” handout

11. Determine Customer Needs
Ask searching questions to find out what customers like and need
Use your knowledge and creativity to make connections for them if they do not know what they need

12. Keep Lines of Communication Open
Show that you are actively listening using phrases like, “I know where you’re coming from.”
You will SUCCEED by:
Meeting customer’s present needs
Showing the customer that you can meet his/her future needs
Do not ask customers to choose an item before they have a chance to review it: “We have three kinds of lamps, which would you like?”
Do not ask the customer how much they want to spend.
Do not ask why they want something. Instead, ask what features they like about it.
T presents PP slide on Keeping Lines of Communication Open. T discusses the three Do Not’s included on the slide and explains the idea of “active listening” to help us be successful in meeting customer’s needs.

13. Determine Customer Needs
One of the best ways to achieve this is to ensure that you are Actively Listening to your customer and their needs!
Active Listening requires specific steps to fully understand someone:
Pay Attention
Listen for Accuracy
Understand what is being told to you
Respond to what is being said
Remember and summarize if you need to
T will write down the steps required to Actively Listen to a customer, Paying Attention, Listening for Accuracy, Understanding what is being said, Responding to what is being said, Remembering and Summarizing if needed. Discuss and provide examples based on discussion.
T will then engage students on a quick game of telephone to emphasize on Active Listening. Depending on the size of the class it might be necessary to split into groups of 6 or more. Using the phrases,
- “ A customer is the most important visitor on our premises.”
- “ We need to always strive to provide exceptional service”
- “ Do not ask the customer how much they want to spend”

14. Offer Alternatives/Refer Out
When your store cannot provide the desired services/products, you can offer alternatives. The first thing you need to do is get permission:
“Could I suggest another possibility?”
“Would you consider a comparable substitute?”
“Are you set on that particular brand?”
Be sure to match features of the substitute to the customer’s interests. Offer an attractive alternative, but if they are not interested, do not continue to push alternatives or insist that he/she will not find it elsewhere.
Hard sells leave bad feelings.
If there are no comparable substitutes, you can special order the item or refer to competitor. If possible, offer to call the competitor to see that it is in stock and then give directions. Your thoughtful referral will make the customer want to return to you for his/her next need.
Special
Order
Offer Alternatives
store policy
Item not in stock
Permission
Refer to competitor
What are some acceptable alternatives to items you see everyday? e.g. Beats headphones, the iPhone, etc.
T presents PP slide on what to do when a business cannot immediately meet a customer’s need. This can include employing phrases such as “Could I suggest another possibility?”, “Would you consider a comparable substitute?” or “Are you set on that particular brand?” T leads Ss in a discussion on acceptable alternatives to items in their everyday life. This can include a brand of headphones, a food product, or perhaps cellular service. T then presents two methods of offering alternatives as: Offering to Special Order an Item or Referring a Customer Out to the Competition. T hands out “Keeping Lines of Communication Open/ Offer Alternatives” to check for understanding.