Episode 14: Building a Customer Service Dream Team
Episode 14: Building a Customer Service Dream Team
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about how to build and maintain a team that delivers outstanding customer service consistently.
Think about it - your team is the face of your store. They're the ones interacting with customers day in and day out. So how do we make sure they're giving it their all? Let's break it down.
Training isn't a one-and-done thing. Sure, everyone gets the basics when they start, but great customer service requires ongoing coaching. Set aside time each week to work with your team. Share success stories. Talk about challenging situations and how to handle them.
Here's something I've learned - people learn better from examples than lectures. When you see someone on your team handling a situation particularly well, point it out. Say something like, "Hey, I noticed how you helped that customer earlier. That was exactly the right approach."
Role-playing might feel awkward, but it works. Practice common scenarios with your team during quiet times. How should they handle an angry customer? What about someone who can't find what they're looking for? The more they practice, the more confident they'll be when these situations come up.
Cross-training is another powerful tool. When your team understands different aspects of the store, they can help customers better. Plus, it keeps them engaged and growing in their roles.
Here's a big one - recognize and reward great service. It doesn't have to be anything fancy. Sometimes a simple "great job" in front of their peers can mean more than a formal award.
Now, here's your challenge for the day: Start a "Customer Service Star of the Week" program. Pick someone who went above and beyond, share their story with the team, and put their name up somewhere visible.
Before we wrap up, let's do a quick check. What's the most effective way to improve your team's customer service skills? Is it:
A) Criticizing mistakes
B) Ongoing training and positive reinforcement
C) Posting customer service rules
Take a moment to think about it. The correct answer is B - ongoing training and positive reinforcement. People learn and grow better in an environment where they feel supported and appreciated.
Remember, as an assistant manager, your team looks to you for guidance and example. Show them what great customer service looks like by delivering it yourself.
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 building that dream team. This is Mike Hernandez, signing off!
