29 Jan '13, 4am

Just say “I don’t know.”

Which of these three words to use is tricky, and the really skilled in customer service can always seem to use the exact right one for the situation. I’ve never loved our ‘just say yes’ policy because I can’t, and shouldn’t just say yes to everything. Though in principle, I like what it stands for – my people are empowered to just say yes to making the situation right for the customer. I’ve heard it make partners lazy though…they just say yes, when they should explain further, or they should say no (as with the outside milks). We’re re-focusing on customer service basics right now, and the common struggle is dealing with those grey ‘I don’t know’ areas. What if the customer is angry, and you feel an ‘I don’t know’ even if truthful, will make them angrier? What if this customer has a history in the store, like in some of our downtown locations? What if you don’t know, and y...

Full article: http://www.starbucksmelody.com/2013/01/28/just-say-i-dont...

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