CSM CUSTOMER SERVICE MANAGEMENT | Tell the Customer What You’re Doing!

If you can take the mystery out of your service delivery you’ll have a much better chance of pleasing your customer. Sometimes when filling an order, researching a problem, or simply ringing up a transaction, you need to step away from your customer and divert your attention to something else for a few moments. You may think it’s an obvious part of what you have to do, but you’re customer may find it offensive and rude.

Whether you own or work in an auto parts store, a fast food restaurant, or clothing store, I’m sure you can think of examples of when you have to move away from your customer. Simply saying to your customer, “pardon me for one moment, I need to go into our back room to find a box for you,” or, “I’ll be right back, I need to get those spark plugs for you,” or, “it’ll take me just a second to box up those fries and pick up your hamburger.” Sounds like a small and possibly unnecessary gesture, but remember, you’re trying to please your customer. Treating them like a guest takes the service experience to a new level of satisfaction. Very few companies teach this form of courtesy and it’s an easy way to differentiate yourself from the competition.