Thursday, November 10, 2011

Customer Service 101

I’ve been working in hospitality for just over four years now. Needless to say, I’ve learned a thing or two about how to handle people.

No matter what is going on in your life, how tired you are, or how surly your disposition may be in general, you are required to transform yourself from the regular you, into this freakish being:
Once you have become a smiling, happy-go-lucky scamp, there is a certain type of behaviour that is expected from you.
For example, you will occasionally have to deal with a customer who wishes to make a complaint.
Correct response: Listen, and apologise if any wrong doing has been done on your/the business’ part.
Incorrect response: Tell the customer that you wish a young Johnny Depp would ring your doorbell, all lost and confused after being in some kind of accident that involved him losing his memory. And his shirt. And his pants. But we can’t always get what we want, so they should bugger off.

Sometimes a customer will get angry while they’re waiting. They’ll make a point of telling you how they don’t have time for this, and how very busy they are.
Correct response: Kindly tell them you’ll be with them in a moment.
Incorrect response: Give them a death stare and point out that, as they can see, you’re currently quite busy yourself. Then slow down. A lot. Completely stop, if that takes your fancy.

Occasionally a customer will come in and start hassling your manager, who is trying to take her lunch break, about the prices of every single item you have on display. He will be rude and aggressive and will ask, in a rude and aggressive manner, what is in the Cajun chicken wrap.
Correct response: ‘We get our food items delivered, sir. I can’t tell you 100% for sure what all the ingredients are.’
Incorrect response: The scenario I could see going through her head:

And if that really good looking guy comes in, try not to do this:

1 comment:

Julia said...

I finally realize what I've been doing wrong all these years O_O Thank you Lauren. God i have being that "Everything is SUPER!" person.