A recent trip to the grocery store reminded me of some of the key points behind great customer service.

1. Call the customer by name - in this case the cashier got the name off the rewards card info
2. Always have a smile on your face
3. Engage in small talk about current events ie. the Academy Awards and who some of the winners were
4. Make sure you have covered EVERY category from the Academy Awards that you remember
5. Take the time to help your customer remember names of actors or actresses they can not remember
6. Provide your personal opinion of who and what films should and should not have won and why
7. Make recommendations on movies that your customer should watch
8. Provide the total amount of the customers groceries
9. Ask if they saw “that wrestler movie” with Mickey Rourke
10. Swipe the customers credit card
11. Tell them how proud you are that were able to stay up so late to see all of the awards
12. Laugh when the customer says that though they stayed up they will now be asleep before dinner tonight
13. Provide a receipt to your customer
14. Tell them thank you and have a nice day

Maybe the person engaged with the cashier felt like they were getting great customer service. The rest of us in line however were having a much different experience.

I might just suggest this DVD to the local store manager … Cashier training video from 1965