The way you handle customers waiting in line can have a significant impact on their perception of your employees and of the way you run your business. More importantly, it impacts whether customers want to come back. Here you'll find strategies, tips and techniques to make lineups work better for everyone.
Jeff Mowatt's Influence with Ease® Training Tip #5
Lineups -- Breaking Assumed Promises
Remember to apologize when you break an assumed promise. I recall growing frustrated waiting for a prescription. When the pharmacist did finally take care of me, he apologized for the long delay and explained that his assistant had just quit, so he was short-staffed. He realized that I had assumed that the service would be faster, and treated it as if he'd broken a promise. That pharmacist was working smarter and the result was he kept my business.
This Influence with Ease® Training Tip is one of a series. For more information about the ordering the series, click Influence with Ease® Training Tips.
Influence with Ease® Article
Yes, I Mind Waiting
10 ways to reduce lineup stress for staff and customers
by Jeff Mowatt
Article at a glance: Most managers' idea of dealing with a sudden lineup of customers is to simply have the staff work harder and faster. The problem is that employees soon get tired and begin making errors -- which takes more time to fix later-on. Worse, employees under stress can become irritable with customers -- which destroys repeat business. "Yes, I Mind Waiting" reveals 10 ways to manage lineups without making the staff work at full speed.
Click here to read Yes, I Mind Waiting.
Self-Study Training Kit
Profit Producing Customer Service
by Jeff Mowatt
Discover how to enhance the customers' experience as they enter a lineup, while they wait, and most importantly, the critical interactions when customers are actually being served.
Profit Producing Customer Service training kit provides you and your team with strategies, techniques and tips for making the customers' visit more rewarding for everyone. Learn how to effortlessly handle a simultaneous walk-in visitor and a phone caller – without creating stress or offending customers. Discover greetings that boost sales. And ways to establish rapport that go beyond typical, artificial approaches. Plus, you'll learn Influence with Ease® approaches that disarm frustrated customers.
And that's only the beginning. Click here for information about ordering the Profit Producing Customer Service training kit.
Live On-Site Training Programs
We'd be happy to bring a comprehensive training program on this topic to your organization. For details, click Manager of Corporate Training.
