Customer Excellence

These guidelines will help make sure you and your employees look nice and give friendly, helpful service to each customer that walks through your door.

Helpful Downloads

Helpful Links

mycsquare.com

Tips to Improve Your Customer Service

  • Keep a clean and well groomed appearance
  • Wear a uniform and/or nametag
  • Don't forget to smile
Do: Personnel is wearing a uniform and/or nametag, Don't: Personnel is not wearing a uniform and/or nametag Personnel is wearing a uniform and/or nametag.
Retail Tip: Customer Service
Retail Tip: Employee Image (video courtesy of C Square)
  • Always provide eye contact and verbal acknowledgement to all customers
  • Give all customers a friendly greeting
  • Thank customers after every transaction

Trimark Tip

Is your level of customer service increasing your margins or costing you money? GasBuddy recently concluded that gas stations with below-average customer service ratings on its app saw 15% fewer visits than industry average. Conversely, gas stations with above-average customer service ratings on the app saw a lift of nearly 7%.

Source: GasBuddy Q1 2018 Foot Traffic Review.
Do: Customer service representative (CSR) offered a high level of service while handing the transaction, Don't: CSR not offering a high level of service while handing the transaction Customer service representative (CSR) offered a high level of service while handing the transaction.
Retail Tip: Make It Fun
  • Make sure that product totals match posted prices for all transactions
  • Process all transactions as quickly as possible so that customers don't have to wait
Do: CSR handled the transaction correctly and efficiently, Don't: CSR not handling the transaction correctly and efficiently CSR handled the transaction correctly and efficiently.
  • Make sure the sales counter has adequate room to place products for purchase
  • Keep sales counter displays clean, organized and well stocked
Do: Cashier area is clean and uncluttered, Don't: Cashier area is dirty and cluttered Cashier area is clean and uncluttered.
Retail Tip: Walk-Arounds
  • Always ask your customers if they were able to find what they were looking for and if there is anything else they need
  • Attempt to “plus sell” special items and programs (e.g., carwash, MDA Shamrock, daily special, etc.)