Posting Dates:

May 2010
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Pass me my change correctly please Tip #8

Sure, it sounds like a simple thing and perhaps you have more to worry about but sometimes it is these simple things that add up to a lasting impression.  Training your people to do the job correctly is more than just how to use the cash register – perhaps we should focus more on how we serve the customer.  I have a number of pet peeves when it comes to customer service but one of the simplest to fix is how to give the customer back his change and it always surprises me how rarely it is done like it should be.

Sure, professionalism in customer service isn’t everyone’s forte but some things are so simple.  Your staff only learn what you teach them so dedicate 2 minutes a day to professionalism in customer service – you can start with how to give change.  Take notice the next time you are out and see how many different ways people give out change following a cash transaction.

How not to give change:

  • Don’t pass the customer the bills and then pour the change on top of the bills in his hand
  • Don’t set the change down on the counter
  • Don’t count out all of the nickels and pennies
  • Don’t give the bills first and then silver

My favorite way to give and receive change:

  • Let’s say the customer gives you a $20 bill for a purchase that is $14.42.  Take the customer’s $20 and set it on the top of your open cash tray, pull the change from the till and pass him the 58 cents saying “that is fifteen dollars” then hand him the five dollar bill “and that is $20.00 – thank you”.  Look for some sort of acknowledgment that he has received what he feels is the right amount of change for his $20.00 and then you can put the $20.00 away safely in your till.

Giving back change correctly does not mean that you have to count out all of the silver change but you should count out the bills.  Eg. on $4.42: that is five dollars, ten and twenty – thank you.  The process should be quick and is as much for your sake as a cashier as it is good customer service for the customer.

Take notice the next time you make a purchase and feel free to comment on this blog as to how you received your change.  Again, it is a simple aspect of customer service and will not likely make or break the success of your business.  With that said, I also believe that it is the attention to these types of details that will lead you to delivering excellence in customer service that will be memorable for your customers and set you apart from your competitors.  Now that you can train your people on how to give change, you are one step closer to being ready for QuickDeal to send you more customers – and we won’t mind now either.          [email protected]          250-412-3500

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