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Self-Assessment checklist for good customer service
For shop staff:
Neat presentable appearance
smart, clean clothes (own or uniform)
taking a positive approach to each customer
with good eye contact,
use of positive language and a helpful attitude,
smiling,
concentrate on that customer only,
say thank you when finished with more eye contact.
Knowing your product lines and where to find items.

Note: staff members should not
be having a personal conversation
in the presence of customers.

For shop owners:

a welcoming store layout
an attractive window display with relevant products
clearly stated opening times
and always being open at those times
Telephone number quoted on facia
Answer phone on telephone so customers may call
and leave messages 24 hours a day
wheel chair and pram access
a place to tether the dog
clear space for customers to walk round
and to stand when waiting to pay
available staff in the shop
to help customers find what they want
logical product grouping
clear pricing
good quality goods
And probably the biggest sales attraction
plenty of stock at competitive prices


This checklist was produced as part of the Goring Customer Service Week in October 2003. We thought that it should be shown here as a contribution to maintaining satisfied customers, and as a start for our CS competition in October 2004.
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Contributed by Richard Waller
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