Episode 20: Reading and Responding to Customer Cues
Episode 20: Reading and Responding to Customer Cues
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're exploring a skill that can make you a customer service superstar - reading and responding to customer cues.
You know what's amazing? Most customers will tell you exactly what they need without saying a word. That customer checking their watch repeatedly? They're in a hurry. The one studying price tags carefully? They're budget-conscious. These silent signals are gold if you know how to read them.
Let's start with body language. A customer with crossed arms and a frown might be frustrated. One looking up at your shelves with a puzzled expression probably needs help finding something. When you spot these signals, you can step in before they have to ask.
Voice tone tells you a lot too. Someone speaking quickly might be in a rush. A quiet, hesitant voice might mean they're uncomfortable asking for something. Match your response to their energy - quick and efficient for the rushed customer, patient and supportive for the hesitant one.
Here's a big one - facial expressions. A smile means you're doing something right. A furrowed brow might mean confusion or concern. The key is noticing these expressions early and adjusting your service accordingly.
Now, let's talk about responding. If you notice someone's in a hurry, streamline their experience. Direct them straight to what they need, open another register if possible. If someone seems confused, take more time to explain things clearly.
Now, here's your challenge for the day: Pay special attention to non-verbal cues. Make a mental note every time you spot one, and think about how you could best respond to it.
Before we wrap up, let's do a quick check. What's the best way to respond to customer cues? Is it: A) Ignore them and wait for customers to speak up B) Notice them and respond appropriately C) Point them out to the customer
Take a moment to think about it. The correct answer is B - notice them and respond appropriately. The goal is to provide better service, not make customers self-conscious.
Remember, as an assistant manager, your ability to read and respond to customer cues can prevent problems before they happen and create a smoother experience for everyone.
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 eyes and ears open for those customer cues. This is Mike Hernandez, signing off!
