Employee Handbook: Customer Service I & II

Customer Service I

A must-have training resource for every employee!

Marti Michell shares her hard-earned knowledge and wisdom in her regular FabShop News column, “The Importance of Customer Service”. Now those informative articles have been compiled into an easy-to-reference handbook.

This handbook is an essential read for every member of your staff!

  • Learn from an industry leader! Use Marti’s tips and years of experience to establish and improve customer service expectations in your shop.
  • Save time by using proven techniques, tips, and ideas.
  • Train employees by incorporating examples, role play ideas, and useful scripts into your training.
  • Provide your employees with this must-have training resource needed for building relationships, creating an inviting atmosphere, and cross and suggestive selling.
  • Make your shop the place to be and increase sales by offering knock your socks of service!

Customer Service II

A must-have training resource for every employee!

Once again Marti Michell shares innovative ideas that you and your staff can start using immediately to turn your customers into loyal fans of your shop. Her down-to-earth advice about engaging customers and developing a welcoming ambiance are critical pieces of the customer service puzzle.

  • Make everyone feel welcome in your shop.
  • Listen to customers and empathize with their needs. • Be an expert in the products and services you offer.
  • Create a culture of customer service among your staff.
  • Stay true to your word.
  • Be memorable1 for the right reasons.
  • All this and more!

The Importance of Customer Service II is full of examples1 role-play ideas1 and useful scripts for situations as diverse as conversing with shoppers who don1t “fit the quilt-shop mold” and dealing with disgruntled customers. Perfect for everyone who works in a quilt/fabric shop.

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