Providing Great Customer Service

By Ope Olurankinse
Toronto, Ontario, Canada
everydaymatters@nigeriahorizon.com
September 23, 2008

I’ve had several jobs in my life.
 
I've worked as a telemarketer, teaching assistant, a “consultant” and a few
others.
 
But the one I think about the most is the job that I had at 21 years old.
 
Maybe it's because it taught me the most about human behavior.
 
I worked as a sales associate at a clothing store. My job was simple – fold
and hang cloths neatly, assist customers with their shopping, and in the
words of the manager, “make sure that customers leave the store happy”.
 
I learned a lot about customer service from Mr. Vojko, the assistant
manager. He was always smiling, out in front of the store greeting everyone
who came in the store asking if they found what they needed.
 
His exuberance came out naturally. He never made it look like he was forced
to be friendly by head office either.
 
A lot of stores could learn from him.
 
It's a shame when most store clerks happily point you to the far corner of
the store to make sure you're out of their hair. I was recently overcharged
at a clothing store, and discovered the $20 mistake a few steps from the
cash. At this point, I had to line up at another counter and wait for the
cashier to get authority to correct her mistake. The whole time, I was
treated like the problem, and I didn't even get an apology.
 
Mr. Vojko? He would have immediately reached in the cash drawer and handed
me a $20 bill. Then he'd give you a 10% off on your next purchase as an
apology. These days, you can't do this anymore because the auditors run the
world making sure all inventory is accounted for.
 
I learned a lot of other things working as sales associate that have stood
me well over the years. Such as, 'if you're nice to the greeter, she won't
make a face when you disorganize the neatly folded shirts.
 
I learned that if a customer is going to ask for the small size, it will
probably be the Dolce & Gabbana on the mannequin and you won’t be able to
take it off yourself and you would probably have to wait a long time
forever for an associate to take the top off.
 
I learned that clothing stores always put the rack of sales farthest from
the front door to make sure you have to walk by everything else to get it.
 
I learned the Zen of making sales – the art of recommending additional
items such as accessories to go along with a particular outfit
 
With a smile, I learned that helping a customer with shopping bags to her
car was sometimes good for a tip.

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True Person Unleashed
Afrocentric School Brings Integration, Unease
When Not To Get Married
The Way People Think
The Act of Forgiveness
Triumphing over distraction
Making a Positive Impression
Summer Party Etiquette
Don't Ask
Making Nice with Overweight People