Page 99 - The Apple Experience

and special, and never make them feel like they are unwanted. In return,
you’ll win their hearts. They’ll roll with it because they get that a good host

has to work the room, and you’ll feel confident and empowered in your

customer service role.

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1. Follow the three steps to a happier customer. Train your employees to follow the
three steps of effective multitasking: address, assess, and assign.

2. Designate role models. If you already have a person on your staff who is a great

multitasker, you have a team leader whom other staff can observe during customer

interactions as part of their training.

3. Greet within ten seconds. Regardless of how many customers are in your store or
location, do not let more than ten seconds go by before acknowledging the

presence of a new customer who walks in. Brands that stand out in customer
service have learned that customers want to be acknowledged within ten seconds

of entering a store, even if they cannot be served right away.