Home / Other Stuff / Service To Scare Your Competitors: Mastering Customer Service In The Retail Sector
Service To Scare Your Competitors: Mastering Customer Service In The Retail Sector
Estimated reading time: 2 mins
If you’re head of a retail business, you should already have some idea about the importance of customer service. In few other industries do sales rely so heavily on whether your staff wear smiles. When you consider that you’re going head to head with online companies, customer service becomes even more important. It’s the thing you offer which a computer never could. It’s what sets you apart from your competition.
Good customer service may keep customers coming back. Exceptional customer service will ensure word of mouth brings more through your doors. But, how can you ensure you’re providing it?
TRAIN YOUR STAFF
Training your employees is the best thing you can do to up your customer service game. The most patient customer will despair if staff know nothing about your products. Some will complain, while others will leave without making a purchase. It’s embarrassing when you ask a simple question and receive a ‘I’ll just go and check,’ response. People don’t have time to wait. If getting one up on the convenience of online companies was your goal, you’ll definitely fail this way. Worse, it’s not the fault of your staff. This all comes down to you.
For one, you need to provide extensive training about products on offer. You want staff who can direct customers to any product in the blink of an eye. You also need to know they can inform customers about products, guarantee policies, etc.
Once product training is taken care of, you can turn to the sales side of things. To ensure the best training possible, consider courses run by specialists in sales training. This is the best way to ensure efficient and informative training. It’ll also take the burden off your shoulders. LEARN TO LISTEN This may sound like a simple step, but it’ll make a huge difference to the experience your store provides. Listening to what customers have to say is crucial. If you receive customer feedback, make sure to pay attention. The more information you can get, the better, so make sure to talk in depth with anyone leaving a comment. If they advise a different layout, ask why. If they weren’t impressed with service, ask what their main issue was. They’ll feel better because you took the time, and you can then make the necessary changes. GO ABOVE AND BEYOND Going above and beyond will take good customer service to an exceptional standard. The good news is, taking this step is much easier than you might think. For the most part, going above and beyond is all about human decency. It’ll help to remember the adage ‘treat others as you want to be treated,’ here. For the most part, it’s the small things which make the big difference. If customers have large items, offer to carry them to the car. If you don’t have a product, call around other stores where possible to see if you can find one. Extra effort is all it takes to leave a long-lasting good impression.
Simon is a creative and passionate business leader dedicated to having fun in the pursuit of high performance and personal development. He is co-founder of Applied Change, a Business Change consultancy based in the UK. Simon is also an Ambassador for Gloucestershire business. Simon is an Associate Member of the Chartered Institute of Professional Development.
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