Customer Service Training:
Customer Service Class: Five Points To Work On Every Day
Do you have customer service class? My "retail snoops" and customer service class business takes me all across the country, and everywhere I go I hear the same complaints, and find the same things that stores need to focus on. The complaints that customers have are mostly easy to fix. Here are the ones I hear about most frequently in my customer service class:
Always greet the customer warmly.
95% of shoppers are never greeted upon entering a store. Worse yet, most are rarely approached while they are in the store!
Customer service class doesn't mean letting customers roam around unassisted.
Display sincere interest in helping the customer.
72% of shoppers complain that associates would not make eye contact when speaking with a customer and appeared to be "bothered" when the customer asked a question of the associate. Customer service class requires some involvement!
Maintain a pleasant shopping atmosphere.
Shoppers can be the first to tell you if your racks are too tight or if your signing is clear and helpful. Dirty dressing rooms and untidy wrap desks can be some of the things that show a lack of customer service class and make the customer not want to come back to your store.
Motivate store employees to always be productive AND responsive.
"The sales associates were talking behind the wrap desk."
"I didn't want to bother the sales girl because she was sitting behind the desk finishing her dinner."
"The sales people were very busy folding merchandise, so I didn't ask for help."
These are common complaints I hear all of the time in my customer service class . Associates need to be productive, but they also need to be aware that the customer is not an interruption of their work.
Thank the customer for shopping in your store and ask them to return - even if they didn't buy!
Customers leave businesses every day feeling like they were just taken care of by a robot, not someone with customer service class. "Thanks, and have a nice day." Did the associate really mean that, or was it just a way to keep the line moving?
The last place that the customer usually remembers in a store is the checkout counter or wrap desk. If you want to increase repeat and referral business, make the last words you have with the customer ones with customer service class, that will make them happy they shopped in your store.
Investigate the possibilities of improving your business by focusing on these simple customer service class points, every day.
Source: Anne Obarski:
http://www.sideroad.com/Customer_Service/customer-service-points.html
Article Content: Customer Service Class
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Customer Service Training:
Customer Service Class: Five Points To Work On Every Day
