We wrote a blog a while ago (Retail Customer Service and the Use of Greeters) to emphasise that the greeters who have become more commonplace in the retail world should be trained in customer service skills – and at least to have an objective or focus each day and some tips and techniques to have maximum impact as they do their ‘greetings’.
I have just experienced the double edge of the greeter principle where a Balkan bank doubles up security with the greeter. So, as the Bank door revolves the waiting greeter enquiries what service you require while he nonchalantly rests his right hand over his holstered Smith and Wesson – or was it a Colt? No doubt he has had some training and spoke reasonable English, I was watching him as I waited to be served and was expecting him to say ‘Hello Dear have a nice day’ or in the case of a dubious character ‘Hello Punk, make my day!’
Righttrack’s customer service training – directed specifically at greeters doesn’t currently include use of firearms to discourage unwelcome customers. But if anyone wants to talk about us doing so we will be delighted!
By Mike Cooney | Righttrack’s Commercial and Financial Director