Basic Customer Service

The Four Things You Must Always Do

There are four hard rules you need to follow as part of customer service. These four items are the most basic and important building blocks of an excellent customer service experience.

1. Make eye contact. Practice it. Eye contact is magic. It tells the other person that you're paying attention to them and it will make them pay attention to you. It keeps them engaged with you.
2. Smile. Smiles are contagious. When a person is smiled at, they are likely to smile back. When they smile, they are actually going to feel happier. It's that simple.
3. Greet. A simple and friendly "good morning!" goes a long way. It shows that you're interested and initiates the conversation.
4. Say "thank you." Practice it. Say thank you for everything. People will feel better about your interaction and not know why.

These very simple things are the hardest things to learn when you're new to customer service. With practice and time, it becomes much easier. It's very easy to get through most customer service situations if you start there.

Don't forget to speak clearly and confidently! If you can't be heard you can't help anyone.

Body Language

Your body language is important. Humans are herd animals and we naturally mirror those around us. Try to keep open and inviting body language. That will open them up as well. Never cross your arms. Don't fidget with keys or coins in your pocket. Don't have your hands in your pockets.

NEVER be staring at your phone because they'll never approach you. As long as you aren't engaged with a customer, glancing at your phone occasionally is fine if you're keeping up with staff chat or communicating with other staff. But don't be engrossed with your phone. If you've been on your phone for more than a minute or so, you need to put it down and look around you.

We allow staff to sit, but when you can, be standing. You're more engaging and welcoming if you're standing. If you're sitting, sit at attention. Be on the lookout for people to approach you. Even if you're stationed in one place, if you make eye contact, they will come to you.

Don't Leave It At "I Don't Know"

If you are asked a question you can't answer, you must find out the answer. Always make sure they get their answer either from you or from another staff member.

Find Out

1. Ask them to hold on a second and you'll find out.
2. Find out.
3. Give them the answer.

Pass them to someone who can help

1. Ask them to follow you to someone who can help them.
2. Give them to the staffer who can help, and close with "this is X, they will take care of you." You can not leave until you excuse yourself by telling them that the other person will answer their question or take care of them, or something along those lines.

Escort When Possible

If a person asks where something is and you have the ability to escort them, escort them. It makes a huge difference in their experience. If you can't escort them, pull out your map when you give directions, don't just gesture in a general direction.

And this is a silly Disneyland trick, but don't point. When you gesture a direction, use an open hand. Most won't notice, but in some cultures pointing is rude. It's safer not to. I can't say I don't mess that one up, but I do make an effort when I can.

Avoid or Respect Pronouns

If you know a person's pronouns, use them. Otherwise, avoid pronouns. We have many trans people in our attendees and staff. Although most will simply correct you, there are a few who will take serious offense. Don't risk it. We want our trans attendees and staff to feel welcome and respected, too.

No Irony or Sarcasm

Please remember that we have a lot of staff and attendees on the autism spectrum who might not pick up on your body language or tone and could miss your joke entirely and take your words literally. Something simple and obvious to you could be very upsetting to someone else.

• Never act like you're upset at someone for not showing their badge.
• Never tease anyone about needing their badge.
• Never make an ironic or sarcastic joke where you say one thing and mean another.

Many people won't pick up on your intentions and take your words at exactly face value. Think about what message you are portraying and ask yourself whether someone would be upset if they missed the humor.

Additionally, don't do it with your friends while you are on duty. You never know who may witness it and interpret it the wrong way. We want all of our attendees to have a great time, so please don't try to be funny.

Escalate! Escalate! Escalate!

If you have a situation you can't handle, escalate. Unless it is expressly your responsibility to handle unhappy attendees (and it's probably not), escalate. Move them up the chain until someone can help them.

First, give them to your department head. If the department head can't help, they'll get the floor managers involved. From there it may move up to a chair. Do not hesitate to escalate!

Keep Personal Feelings Out Of It

You should be able to give a great customer service experience to your worst enemy using the above guidelines. Follow them no matter what your personal feelings about a person or group of people are.

It doesn't matter if you love or hate someone, you're there to help them so they can go have a great con. If you can't help someone, pass them on to someone who can. If they're being difficult, escalate them up the chain. But don't ever be rude or dismissive to anyone, even and especially if you don't like them or they don't like you.

We all have terrible customers sometimes, but that doesn't mean you can't provide great customer service.