THE SHOP

November '19

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14 THE SHOP NOVEMBER 2019 W hether you like it or not, every one of your employees that comes into con- tact with your customers is an ambassador for your business. On the phone or face-to- face, they represent you and your company. By their attitude, interactions and response, your staff can either convey a positive image or portray a negative per- ception of your business. Thankfully, with some basic training, employees can contribute to company goodwill and even increase product and service sales. How are your employees representing you? Good customer relations consists of three primary factors: Courtesy, Knowledge and Service. COURTESY Let's say you go into a restaurant. You are greeted by the first person you contact. It is usually the cashier at the entrance, or the manager. But, in the absence of either frontline person, a busboy comes up and says, "Hi, are you being helped? Let me get someone for you." Here is a guy that makes you feel wel- come and taken care of, even if it isn't his main job. This is courtesy. Next, you are greeted by a friendly hostess who takes you to a booth and asks, "Is this OK?" More courtesy from another employee. KNOWLEDGE When the hostess presents the menu, she makes a recommendation on the special of the day, going into detail about how it is prepared. The waitress then arrives and answers questions you have about other menu items, and even asks if you like certain foods, then makes suggestions regarding what you might like to try. You ask how an item is prepared, because you are allergic to certain foods. Your wait- ress responds, "Let me go and ask the chef." She returns promptly with an answer. You feel comfortable that you can make a good selection because of these interac- tions. This is knowledge. SERVICE Your food comes quickly, piping hot and when served, your waitress asks, "Is there anything else I can bring you?" You may respond with a "no thanks" or you may ask for a condiment. As you begin eating, your waitress stops by and asks, "It everything OK? How is the Developing Training Ways your entire staff can have a positive impact on customers. Every employee who interacts with customers in person or on the phone should exhibit the traits of courtesy, knowledge and service. for Shop Employees By Tom Smisek

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