Providing positive retail customer service is vital today. This will not only help you stand out from the competition but also attract new customers who came to you because of positive reviews or word of the mouth.
Definitely customers expect quick, accurate and efficient retail customer service. However, they also want to get positive human approach no matter where they purchase – online or in-store. Today customer service has become a key differentiator for many businesses who decided to invest in improving customer experience. Their customers stay with them and demonstrate loyalty not only by making repeat purchases but also by sharing positive reviews.
Delight your customers by recognizing them
It is not easy to delight customers. The service you provide has a profound effect on an individual’s long-term buying behavior. In addition to providing excellent customer service you can show your customers that you appreciate their loyalty:
- Send your best wishes on holidays
- Recognize when they contact your customer service
- Make them part of your brand and show your appreciation on social media
Offer personalized retail customer service
Find the best way to connect with customers through things you have in common. You do not always have to push a sale. Sometimes customers want just to talk with a human and see a smiling face. Even if you offer remote customer service in an online store, your customer will be glad to hear friendly voice or just chat with a nice person.
Such effort will not take much but your customers will feel that you care and do your best to make their purchasing experience pleasant and smooth.
Take the time to ensure the customer is satisfied with the item
Never hurry to push a sale. On the contrary, ensure your customer is satisfied and happy with purchase. Otherwise you may have the item returned. No matter whether you assist in-store or online you need to notice that the customer is unsure and help to make the right decision by analyzing preferences and offering the items to choose from.
Educate your customers
Educate your customers to take the most out of your service or products. Product knowledge is an essential component of customer service.
- Talk to customers about top-sellers
- Offer additional products or service that your customer may take advantage of
- Describe product advantages and benefits
- Host in-store events or webinars where you show your customers how to take the most out of your products or services
Apologize if something went wrong
It is very easy to screw and hard to sort things out. However, a sincere apology will help you to improve the situation. If the issue was on the side of delivery service provider, try to offer different options to choose from in future. But if the fault was yours, try to solve the issue as soon as possible and offer a discount if possible.
Though there is high competition in retail space, you may stand out from it by offering really memorable customer service. Show some creativity and inspiration while assisting your customers and you will see that they really love it. You are welcome to share your stories in the comments to this blog post.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.