Put your name on a name tag Mingle

9: 20 am – 10: 20 am or 1: 20 pm – 2: 20

� Make sure to pick up the phone EVERYTIME � Talk in a happy,

� Don’t plan to keep promises. You WILL keep promises � Reliability is a

� Let the customer talk � Acknowledge that you’re listening by responding appropriately �

� Give the complaints your attention � You may be able to please this

� The smallest things will be things the customer remembers � Example: Darren ordered

� Keep up on information about the products � Never tell the customer that

� Customers notice when you take the extra step in helping � Something simple

� Something as simple as a smile is something a customer appreciates � Something

Ward, Susan. "How To Answer the Phone Properly. " About. com. N. p. ,

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� Put your name on a name tag! � Mingle! � Get to know other people you don’t already know!

Employee Training Day 1

9: 20 am – 10: 20 am or 1: 20 pm – 2: 20 pm 8 Simple Rules 1 thru 4 10: 20 am – 10: 30 am or 2: 20 pm – 2: 30 pm Break 10: 30 am – 11: 15 pm or 2: 30 pm – 3: 15 pm 11: 15 am – 12: 00 pm or 3: 15 pm – 4 pm 1. Answer Phone 2. Don’t Make False Promises 3. Listen to Customers 4. Deal with Complaints Stretch your legs! Group exercise Put together a game to teach assigned topic Review of the Day Quiz Get above 80% and win a prize!

� Make sure to pick up the phone EVERYTIME � Talk in a happy, pleasant voice � Answer the phone within 3 rings � Answer by saying “Good morning. Calltopia. (say name) speaking. How may I help you? ” � Speak clearly!

� Don’t plan to keep promises. You WILL keep promises � Reliability is a key to a good relationship � Think before you promise

� Let the customer talk � Acknowledge that you’re listening by responding appropriately � Go over what they’ve said

� Give the complaints your attention � You may be able to please this person this time � Don’t have a “you can’t please everyone” attitude

Employee Training Day 2

� The smallest things will be things the customer remembers � Example: Darren ordered water bags to close up the pool. Three of them leaked. He called and told them his problem. They sent him three new ones free of charge.

� Keep up on information about the products � Never tell the customer that you don’t know and to call back later � Ask them if they can hold for a minute while you transfer them or get the answer

� Customers notice when you take the extra step in helping � Something simple as walking the customer through the location of the product they’re looking for

� Something as simple as a smile is something a customer appreciates � Something as big as a coupon off a future purchase is even better

Ward, Susan. "How To Answer the Phone Properly. " About. com. N. p. , n. d. Web. 2 Dec. 2012. http: //sbinfocanada. about. com/od/customerservice /a/custservrules. htm Ward, Susan. "8 Rules for Good Customer Service. " About. com. N. p. , n. d. Web. 2 Dec. 2012. http: //sbinfocanada. about. com/od/customerservice /a/custservrules. htm Pacific County Economic Development Council. "8 Rules For Good Customer Service Made Simple. " Pacificedc. org. N. p. , July 2006. Web. 2 Dec. 2012. http: //www. pacificedc. org/Marketing/8%20 Rules%20 For%20 Good%20 Customer%20 Service. pdf