Advice for Customer Service Training

Asked for their top customer service training advice, owners and staff at florists and pharmacies interviewed for this article offered these insights:

At Thistle in Tucson, Ariz., Owner Carly Wilson revealed, “I think just being engaging is the best thing any staff member can do. It’s especially so when someone comes into the store, if it is clear someone wants to chat. We want to provide a personal experience for our customers.”

In Taos, N.M., at the 2,200-square-foot Buds Cut Flowers and More, Owner Eva Martinez said, “You should always acknowledge customers when they walk in, that’s number one, we say. Always engage them personally and ask them what they need. That’s the best customer service.”

In Beaverton, Ore., Sales Associate Lucinda Santos, who also assists with merchandising at Beaverton Pharmacy, said, “Customer service should include lots of one-on-one shopping help when it comes to gifts. We show them what we have, and we make it a point to show them that we appreciate and welcome them, including by holding customer appreciation sales during seasonal times.”

At Ostroms Drug Store in Ken- more, Wash., gift store Manager B.Z. Davis related that her best customer service training advice is “offer friendly suggestive-selling ideas and always greet the customer. Another part of customer service of course is having good displays and placement in the store and providing new information about merchandise through social media and for us, through our aggressive email campaign.”

And according to Mark Ballis, owner of Basket Butler in Tucson, his best customer service training advice is “be honest and listen to what the customer wants.” ❖