I met someone over the holidays who knew how to make a long car trip more fun – or at least less tedious. She was the cashier at a travel plaza where I stopped for gas and a snack.
The Pretenders were playing on the sound system when I walked in. I quietly sang along, enjoying “My City Was Gone.” I was on my way back to Ohio myself. I chose a drink and a snack and headed for the nearest line.
The cashier waved me over from the second register. I hadn’t seen her until then. She was smiling, looking me in the eye. As she rang my items, I mentioned that I thought Chrissie Hynde was European for a long time. But she is from Ohio, just like in the song.
That cashier didn’t miss a beat. “Oh, I thought so too!” We shared a bit of chit-chat about Chrissie’s autobiography as she finished ringing my order, thanked me for my business, and I got on my way.
It was a nice moment and it didn’t take any extra time. Not only did it break the monotony of the day, it made me feel good.
With her positive attitude and charming conversation skills, she created an excellent interaction from beginning to end. And she seemed to enjoy her work. Her experience was obvious. She knew how to make customers feel seen and appreciated.
Are your customer service reps creating great moments? I can help with interaction skills and practice. It can make all the difference in creating a great experience for both customers and service reps - like that awesome cashier.
#customer service #conversation
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