Episode 12: The Art of Customer Service
Episode 12: The Art of Customer Service
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about something that can make or break your store - customer service.
You know what I've noticed in my years in this business? Outstanding customer service isn't about big, dramatic gestures. It's about the small things we do consistently, day in and day out. It's about making every single person who walks through your doors feel valued.
Let's start with the basics. That customer walking in after a long day at work? They might be your hundredth customer, but you're their first interaction. Greet them with a smile. Make eye contact. A simple "Welcome!" can change someone's entire mood.
Here's something many people get wrong - customer service isn't just about being nice. It's about being attentive. Watch your customers' body language. Are they looking around, seeming lost? Don't wait for them to ask - approach them with a friendly "Can I help you find something?"
When a customer has a complaint - and trust me, they will - remember this golden rule: listen first, react second. Let them tell their story without interruption. Often, people just want to feel heard. Show them you're listening by nodding and maintaining eye contact.
Speaking of complaints, here's a pro tip: never take them personally. That customer isn't mad at you - they're frustrated with a situation. Your job is to be the solution, not another problem. Stay calm, stay professional, and focus on finding a way to make things right.
Product knowledge is your secret weapon. Know what you're selling. Know where things are located. Nothing builds confidence like being able to answer questions without hesitation. If you don't know something, be honest about it and find out the answer.
Time management is crucial too. You've got a million things to do, but remember - the customer in front of you is your priority. Learn to balance your tasks. Maybe you're stocking shelves, but if a customer needs help, put the box down and assist them.
Here's something often overlooked - empower your team to make decisions. Give them guidelines for handling common situations. The quicker a problem gets solved, the happier the customer will be. Trust your team to do the right thing.
Now, here's your challenge for the day: Pick one aspect of your customer service to focus on improving. Maybe it's your greeting, your problem-solving skills, or your product knowledge. Work on that one thing today.
Before we wrap up, let's do a quick check. What's the most important first step in handling a customer complaint? Is it:
A) Offering a solution immediately
B) Listening without interrupting
C) Calling a manager
Take a moment to think about it. The correct answer is B - listening without interrupting. You can't solve a problem until you fully understand it.
Remember, as an assistant manager, you're not just serving customers - you're setting the standard for your entire team.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep those customers smiling. This is Mike Hernandez, signing off!
