A-APPRAISE the customer’s need(s).
B-BEHAVE politely and professionally.
C-CARE about the person and their concern(s). Pretend if you must.
D-DOTE on them.
E-ENJOY the interaction as much as possible.
F-FAKE it if you must, but FLOW in friendliness.
G-GRIN! Yeah, I said it.
H-HEAR the customer. Humble yourself. Don’t assume you know.
I-INTERPRET their inquiry/observation/concern/praise/comment/etc. for what it’s intended to be.
J-JOKE. But be careful not to go too far #inappropriate
K-KNOW your job! And your coworkers’ roles! The customer sees you all the same.
L-LOOK at the person talking to you! Eye contact is necessary for making a connection in this culture.
M-MAINTAIN a helpful demeanor and vocabulary.
N-NARROW down what the customer is looking for. #efficiency
O-OPTIMIZE your team and your knowledge and experience to OPTIMIZE your customer’s experience.
P-PRETEND you care! Seriously, if you must, pretend! (see ‘C’) #act
Q-QUESTION if necessary for clarity. Better to clarify than to guess wrong.
R-REPEAT what you think you heard so you can be sure. Again, certainty is better than guessing amiss.
S-SMILE. It helps you sound better and look better. (see ‘G’)
T-TALK to the person talking to you. No awkward pauses.
U-UPGRADE. Always where possible, do something extra for the customer.
V-VERIFY that what you are doing is what they are wanting done.
W-WORK! No matter how nice you are, it’s no good if you don’t do the work.
X-eXPLICATE. A detailed plan of action well communicated goes a long way.
Y-YIELD to your customer. Don’t impose. Don’t over talk. Acquiesce. Concede. YIELD.
Z-ZOOM! Be fast, efficient, quick, and ZEALOUS.
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