When a customer requests service, I happily assist them if I can. If not, I always say:
"I am the aquatics receptionist. Please wait a moment while I find an expert staff member to help you."
You can often hear me calling for staff around the aquatics and pets areas.
Sometimes, when no staff is immediately available, I go to the manager's office to request assistance. I move quickly because I don't want customers to wait long, striving to provide service as fast as possible. When I find a staff member, I introduce them to the customer:
"His English is better than mine; it would be better for him to assist you." Or, "He is an expert who knows all the wrinkles (tricks of the trade). You can ask any question and get the right answer from him."
Customers are always happy and thank me profusely.
Answering the telephone is a crucial part of customer service. Calls normally come from the information desk, tills, customers, and others, mostly inquiring about prices, seeking advice, or looking for specific staff. Initially, if I was near the phone, I would answer it. After a few times, I became hesitant because I couldn't completely understand what the caller was saying.
Once, a call came from a till asking for a price I didn't know. I went to the till, took the goods, and found the price on the shelf.
After that, when the phone rang, I always called another staff member to answer it. Sometimes, while it was ringing, I would say,
"Hello! Aquatics, I'm Jinglebell. How may I help you?" But I wouldn't pick up the receiver, staying several yards away from the phone!