Customer Service Best Practices

Front

Response to a delayed customer delivery.

Back

Apologize and inquire with management about a resolution.

Front

Response to a child wanting an $800 puppy.

Back

Smile and ask the mother about preferences and budget.

Front

Approach when a customer is unsure about a purchase.

Back

Provide detailed information and answer any questions.

Front

Handling a customer who is hesitant about a purchase.

Back

Reassure them and provide additional information.

Front

Action when a customer is confused about a product.

Back

Clarify information and provide additional details.

Front

Best way to demonstrate a product's capabilities.

Back

Provide a hands-on demonstration and explain features.

Front

Action when a customer is unsure about a product's value.

Back

Highlight the benefits and features to justify the cost.

Front

A customer comes into a furniture store with a piece of fabric and wants a chair to match the sofa in her living room. The associate should escort her to the area where the chairs are and ask open-ended questions to clarify her needs.

Back

Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.

Front

A customer asks a sales associate to ship a gift overseas. The company does offer this service. The associate should first explain the delivery options and charges.

Back

Explain the delivery options and charges.

Front

The most important information the sales associate must get from a customer in order to arrange for a purchase to be shipped as a gift includes the name, address, and phone number of the recipient.

Back

Name, address, and phone number of the recipient.