Posts Tagged ‘customer service’

Today at the grocery store, the cashier asked, “Did you find everything OK?” My response was that I had several problems finding everything. All she said was “Oh” and continued checking me out. She never brought up the topic again and was probably sorry she ever asked the question. She was simply repeating a matra that she probably learned in her training rather than a sincere interest in me as her customer.

She could have easily offered an apology followed by a solution for the next time I visit the store. The old sales technique of Feel, Felt Found could have been used. “I’m really sorry you had a problem. I know how you feel. I felt the same way before I came to work here. What I found was the more I visited the store, the easier it became to blah, blah, blah.”

What you say isn’t near as imortant as the fact that you are listening and communicating with a customer.

What do you think?