ABCs of Customer Service

Series Summary

Rude clerks are everywhere, from the mall to the supermarket to the convenience store just down the street. One bad encounter with them can ruin your day and sour your attitude toward humanity in general. On the other hand, these same businesses may also have pleasant and courteous clerks, ones which make shopping a joy and put a smile on your face as you leave the store. Of course, if your shopping experience is a pleasant one, you will very likely be encouraged to spend more money, or least come back to that store again. Clerks and sales people are the face of a business, and their proper training and attitude is crucial to a successful operation.

Whether you're looking for a job in customer service, looking to improve your customer service, or wanting to train your employees in customer service, this free video series will help you out. Our expert will show you how to give better customer service with her training model. From the importance of attitude and knowing when you're being too casual to knowing policies and etiquette, these video instructions have everything you need. You'll learn that it's okay to say, "I don't know," and how the way you say something can drastically change its meaning to a customer. Providing good customer service can often be the difference in determining if a guest or customer will come back, so learn how to better your service skills today!

Video Transcript

"In this section we will be discussing another model known as the ABC's of customer service. I'm Pamela Unruh on behalf of Expert Village. Another model we are going to discuss in providing great customer service are the ABC's of customer service. Let's begin in the obvious first step A, attitude. This is going to be all about your attitude. Not going to focus on the customer's attitude at any time, we are going to talk about some things that you can use, some different tools that you can utilize just to make sure that your attitude is always courteous and professional. The B, business knowledge. Never never forget who the expert is. When you are going into this two way conversation with your customer, you're the expert. Make sure that you utilize that business knowledge and we will talk about that in more detail as well. And the C, I just can't stress the importance of this enough because all of the factors and all of the sections that we are discussing do come down to providing customer oriented service. That means that the service is centered around your customer, your customer only, one customer at a time and if you follow the steps in the ABC model of customer service, you will also be going a long way in providing great customer service. "