empasize clearly the key words please
slow but natural speed please (as it's for 15 years old students)
I’m Gerry Denner, from Expert Retailers. Today, I want to discuss a model known as the ABC of customer service. Keep these steps in mind.
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A is for “attitude” – not the customer’s attitude! Yours and yours only! Greet the customer in a friendly but appropriate way. Make eye contact, smile and say something such as, "Hello. How may I help you today?" Your tone of voice, the way you deal with the customer, even body language – all these play a very important part. Treat customers like people. Show that you care about their problems.
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B is for “business knowledge.” Make sure your customer knows that you are the expert. You are the person that can help. It makes them feel very confident and comfortable with you as a professional. What you say can be a big influence on buying decisions.
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Finally C is for “customer-oriented service.” Remember to deal with one customer at a time. When someone enters your store or office, you need to look up from your computer, stop stocking shelves or whatever else you’re doing as soon as possible. And be professional, courteous, always eager to help.
Follow the model of the ABC of customer service and you’ll keep your customers happy.
Perfect! Thanks a lot