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Responses to a situation that a customer accidentally drops some bread on the floor
It is common for customers to choose some items from bread display racks
and put them in serving trays using tongs
and then go to the cashier counter to pay when buying bread at bakeries.
Bad customer service example
Oops!
Oh!
It is a little hard to...
I am really sorry...
Good customer service example
Oops!
Oh!
It's alright because we still have enough goods left for sail.
It is obviously unfortunate that some goods for sale turn into unmerchantable goods.
However, if you force customers to pay for the goods that cannot be eaten anymore,
will they ever come back to your store again?
Or even if you do not force them to pay,
showing your displeasure toward customers is not desirable.
Such an inappropriate response may make and spread rumors
that you did not respond appropriately,
and consequently lose customers.
In order to keep customers from having negative feelings
and keep them happy and coming back,
you must keep in mind the importance of appropriate responses.
Let's review what we learned in this chapter.
Review • Do not show your displeasure toward customers. • Keep customers from having negative feelings. • Keep in mind the importance of appropriate responses to keep customers happy and coming back.