Customer service: a sample reference

Illustrative Northstar gallery content — not approved company policy.

Use the sequence below as an example of clear, observable service behaviors. Replace it with Northstar-approved guidance before publishing for employees. If guidance differs by location, role, or customer situation, the authoritative source should state that scope.

Where to verify: Use the connected Policy Hub section below for current, approved service policies. If the applicable policy is unavailable or its scope is unclear, ask the established store leader or support route rather than treating this sample as authoritative.

Example service sequence

A practical sample for greeting, assisting, and closing an interaction.

  1. 1

    Acknowledge the customer

    When you are available, make eye contact, greet the customer, and offer help in a way that lets them choose whether to continue.

  2. 2

    Clarify what they need

    Ask a focused question, listen to the answer, and confirm the product, service, or information they are seeking.

  3. 3

    Help or make a clear handoff

    Provide information you can verify. If another colleague or resource is needed, explain the next step and connect the customer to that route.

  4. 4

    Close the interaction

    Confirm whether the customer’s question was addressed, summarize any next step, and thank them.