Magazine article Training & Development

The 5 Values of Great Customer Service

Magazine article Training & Development

The 5 Values of Great Customer Service

Article excerpt

Often, a video on diversity simply discusses different ethnic groups. But The 5 Values of Great Customer Service uses a series of vignettes to examine diversity issues related to customer service.

In the first vignette, an older Caucasian man is serving a customer when he notices a large African American man enter the store. As the clerk finishes his transaction with the customer, the man approaches and asks the clerk if he is working alone. When the clerk blurts Out, "What do you want here?" the other man draws his hand out of his pocket to reveal his business card; he's the district manager. The lesson: Don't let your stereotypes get the better of you. Always greet the customer and show respect.

The rest of the video covers similar issues, illustrating that great customer service is showing respect, personalizing service, paying attention, showing you care, and being an advocate for customers. All of which can be undermined by one's personal assumptions and biases. During the final few minutes, the video introduces an acronym:

Greet the customer.

Respect the customer.

Evaluate the situation.

Adjust to the situation.

Thank the customer. …

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