Can I mask you a question?
How to Give Great Customer Service in a Mask
Over the last few years, we have become accustomed to working while wearing a face mask when necessary. However, it poses a challenge when speaking to customers.
Good news: we have some solutions! Here’s what we recommend to our current crew, and others in customer service roles. Watch the short video below and then read on for more helpful tips.
Here are some tips on how to still excel in a customer service job with a mask:
Making eye contact is now even more important. Look the customer in the eyes so they know they have your attention.
Still smile! Your face muscles move when you smile and eyes get smaller.
Use hand gestures or point to get the other person to understand what you’re trying to get across. Get creative!
You want the other person to know you have heard them but since they can’t see half of your face let alone your lips when you say “yes” or “sure!,” trying nodding and speaking loud and clear so people can hear you very well.
Repeat back what the customer has said or ordered.
Try to eliminate the need for the customer to have to ask questions or need more information. Proactively let them know where napkins, utensils are located, etc.
In general, you have to try a little harder. It’s going to take a more work to execute positive customer service and ensure the guest has a good experience. You got this!
See more of our current crew in action on our Instagram and if you looking to join our team, learn more about open roles HERE.