Retail business is a totally different ball game. Customer service in retail has its own dimensions and perspectives. Here are 7 incredible easy to implement and execute how to improve customer service tips in retail by leading customer service experts. How to improve customer service in retail? This is the question being answered. Let us begin.
Be Readily Available When a Customer Walks In
Being readily available when any customer Walks-in is the first key to success. Many of times we have seen that customer service front end offices are either very busy in doing other activities and do not acknowledge the new presence of a customer. You cannot have a worse beginning in and that.
35% of retail customer service teams are busy in other activities as new customers walk in. 78% never acknowledge the customer immediately.
In reality, there’s going to be a lot of times that the front end customer service officer will be busy. Even when a new customer comes in you can immediately smile and request him or her to just wait a couple of seconds while you immediately disengage with the other activity that you’re doing. This refers to the customer centric business strategy that the company aligns to its people, technology and processes.
Stop Doing Anything Extra and Attend the Customer
Everything else becomes immaterial as the customer walks in. So immediately stop the email, phone or other operational activities. Our recommendation is that it should not take more than 25 seconds to close out any activity and respond back to the customer. How to improve customer service in retail deserves another level of thinking and mindset.
This is the first step they teach you when you become a supervisor. One of the best supervisor tips for service is to ensure your teams attend to the customer immediately. No one likes waiting. You can always work on other tasks.
Customer comes First Mind-Set
Always remember that the customer comes first.
I would like to reiterate this concept. It is the entire life-cycle approach and customer service experience that needs to be the primal focus. The first 30 seconds of the engagement is the most critical. If you are able to greet the customer with a scintillating smile and have the tone and pitch perfect, you are headed in the right direction.
Smile
The first expression is the smile. Ensure that this how you begin the conversation. Customer Service Smile defines everything. It is the beginning and the end.
Happiness is not a moment
When you start the engagement with a smile, ensure that you keep it till the very end. Many of the retail businesses do this particular step selectively wrong. Happiness with the customer is an entire experience. So irrespective of the outcomes of the situation that the customer might place, happiness is not the moment. Give them an experience irrespective of his agitation level.
Being the expert and understanding the situation
Whenever a customer walks into retail outlets, he or she is actually looking for a solution. The product or service that the customer is trying to purchase is actually the solution for the problem. If you really understand this concept, the interaction becomes flawless.
Understanding an issue might give you an up-sell opportunity. Let’s give you an example of a local retail outlet in Canada. Some of the best customer services training courses clearly define this principle of service. Let me give you an example. The customer just walks in to purchase razor blades. The customer service officer realizes the requirement. The understanding is that there are a variety of different razor out there in the market. So the customer service retail officer starts asking relevant questions.
Are you allergic to any kind of razor?
Do you have hard or soft skin?
These questions open up a new spiral conversion. Very perfect dialogue. The customer was not aware of the fact that there are different brands available for different needs. The brands are directly proportional to the skin type and the quality of the shave that the person wants to have.
Since the front end customer service retail officer was able to understand the requirement, he gave a spectacular up-sell. The customer might have come in to buy a two dollar item. In, he pays $15 for something he believes was worth it.
Take one customer experience at a time
Customer service officers at the retail outlet can never be jugglers. And we never recommend this approach. Irrespective of the urgency, always apply the first-come, first-served rule. And if a customer has come, make sure that you engage with them till the very end. There is no looking back. So never turn away from the customer or make another call or start working on another activity. Solve the first customer issue first. How to improve customer service in retail requires a very linear approach.
The same is the case with call centers. You cannot take two calls at the same time. Best call centers like MindBridge and TRG hire exceptional talent. The interviews are difficult but rewarding. You can get a job at top call centers by reading the best MindBridge interview questions and answers.
If you don’t have the solution, accept it
Many of the times, the customer will ask a question that you will not be able to answer. That is perfectly fine. As long as you acknowledge the fact that you don’t know, but you will find out the solution.
A customer walks in and demand’s for a particular item. As per the computer system, it is not in inventory. What do you say?
Let me go back and change if there are any extra pieces left.
Go the extra mile
Going the extra mile will ensure that the customer is not only satisfied, but also knows you care for that particular customer.
Understand body language
Mastering the art of body language will help you develop skills to further improve and cater to the needs and demands of the customers. Body language is key. Top training on customer service talks about knowing body language. Recommend teams to attend these exceptional training programs.
Timely Closure of Customer Inquiries
If the customer starts chatting with you and see, simply make sure that you have a time-frame of delivery. You cannot keep the other customers waiting. He is very quick and precise while dealing with customers.
Escalate Immediately
In case of any ambiguity, start calling up your supervisor immediately. Never delay any kind of activities.
Professional Goodbyes
During any purchase, make sure that you have a professional goodbye attitude. This goes a long way.
With the retail business going online, the key differentiator between the retail markets is still going to be customer services. Customer service is not only limited to the physical dialogue between retail outlets – and a customer. However, it is the entire life-cycle management approach. And this even includes the overall online experiences well.
