Tag Archives: customer service

Learning the Script

Cynthia Compton -- November 8th, 2017

It’s time for our store’s annual “IT’S 4TH QUARTER, LET’S PANIC!” staff meeting, a Sunday night pizza-and-pop extravaganza when we review all the events scheduled in the next two months (and I do some mea culpas for booking the dog rescue AND the ninja event on the same weekend WITH the offsite author festival AND the reindeer visit….), unveil all the new wrapping paper, and do some staff training for new and returning holiday help. We vote on our staff Top 10 book choices in the picture book, middle grade, and YA categories, debate the dress code for Plaid Friday, and engage in some wheeling-and-dealing over shift coverage to accommodate everyone’s holiday obligations. Somewhere between the breadsticks and the Cranberry Sprite, slip in some staff training on customer service. Specifically, I want to give our folks some helpful words and phrases to use in conversation with customers, and some “red hot lava” sentences to avoid. Just in case you’re in staff training mode, too, I’ll share my list of “please, never say this”:

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