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Customer Service Commitment
Kayla Campbellon 22 September 2014
Transcript of Customer Service Commitment
Going Above and Beyond!
Satisfying and Delighting our Customers
The MOST important aspect of your job is providing excellent customer service! It is important that you demonstrate these standards because you will be held accountable to them on daily basis.
I will always treat each customer with courtesy and respect
Take as much time as the customer needs to answer their questions fully
You are the store's host and treat them as your guest
It's not about who is "right" or "wrong"
The customer is your priority, not an interruption to your other tasks
I will always practice the 5x5 rule
5 feet and within 5 seconds!
Make eye contact
Suspend whatever task you are doing and give your full attention to the customer
Read the body language of the customer. Notice if they have hand baskets or carts and offer to get one if necessary
Suggest your favourites!
Engage in conversation
Stay by customers until their needs have been met.
Shoppers are listening for these words: thank, appreciate, welcome, pleasure, glad
I will always find a way to say "yes"
You are empowered. Great service is about finding solutions that allow customers to leave feeling happy and delighted
When a customer returns, asks for a product we do not carry or makes a suggestion, be creative about making a counter-offer
I will always follow through and take responsibility for customer comments and suggestions
Once a customer makes a request, it's your sole responsibility to stay with that customer until the time that there is a sufficient answer or conclusion
If no answer is found, you take the customers name and number and later call back with an answer
I will welcome return customers as friends
When you notice a customer you've seen before, acknowledge them with a "welcome back!"
Introduce yourself by name and learn their names.
Notice what they buy regularly
Build a rapport!
I will always support the Whole Foods Market mission
Expectation is that you will continue to develop your product knowledge and share with customers
Sample our products
Learn talking points
Memorize and embrace the eight Core Values
Keep up to date with community events
Declaration of Interdependence
Our customers are the most important stakeholder in our business and therefore, we pledge to meet or exceed their expectations during every visit to our store.
Customers are our guests with feelings and emotions like our own and are to be treated with respect and courtesy at all times
We create store environments that are inviting, fun, unique, attractive, nurturing and educational. We want our stores to become community meeting places where our customers come to join their friends and to make new ones