I hope you thought it was very important–because it is!
Have you ever walked into a retail store and all the sales reps were talking to someone? And this one you walked in, no one gave you eye contact. How did you feel? Like you’re not there-right? You felt like a non-entity. You felt like you were a nobody. And in some cases, you just got fed up and walked out.
Do you remember the time you walked in a retail store and everyone was busy, but one (or more) of the sales people caught your eye and gave you the look like, “I’ll be with you in a minute.”? How did you feel? You felt loved, adored, wanted and more I bet.
That’s the kind of experience you want your CSR’s to give your customers when they walk into the front of your store.
So, how do you teach that?
It’s the very first training you give your new CSR’s. You just go out with him/her at the counter and show them how to do it. It’s that easy. It’s the first thing you should teach your CSR’s besides explaining to them that they smile ALL the time at the counter. You can’t teach them to smile, but you can hire CSR’s that naturally smile. Everyone wants to be smiled at. Give it to them all day long at your counter.