Devoted to customer service and the principles of exceptional customer services

I just came across an interesting article which talks about customer service in Britain along with some noteworthy customer service statistics. One retailer in particular, John Lewis, uses an ABC approach to customer service. 

A stands for "Acknowledgement"
B stands for "Building the Sale"
C stands for "Closing the Sale"

Many of us are very familiar with the ABC's of customer service, but just how many of us follow these steps with genuine intentions? 

Here's an interesting thought from Jeremy Michael, the commercial director of Retail Eyes:

"The most common mistake is when retailers spend a lot of time telling their staff what to do and what not to do. What they should be doing is recruiting on the basis of attitude and letting staff deliver the service as they know best."

I believe that when someone has the right attitude, customer service comes naturally for them.  I completely agree with Jeremy Michael.  Managers should look at attitude before they even glance down at an applicant's resume during an interview.  Sure, experience is good, but years of experience doesn't mean someone can deliver great service! 

So going back to the ABC's of customer service, I would add "Attitude" right next to "Acknowledgement".  Acknowledge people with the right Attitude ;)