Below are elements of effective Customer Service. Just take a look.
- Be ready to help. You, as a customer service professional, should always be “easy to access”. Keep yourself available to customers without being pushy. Give them some sort of signal that you’re willing to help without making a big speech. Customers go through a process of pros and cons in their heads when they walk into a retail “situation”. You don’t want to interrupt their process and inadvertently add to their “cons” list. A simple nod or greeting is usually sufficient.
- Be honest. If you work in a retail setting, especially a smaller setting, like a boutique, then customers may, from time to time, ask your opinion. If you work in a specialty store, like a boutique specializing in hiking gear, then people will naturally assume that you’re knowledgeable about the products. If you have an opinion and someone asks for it, feel free to give it. Even if it results in something not selling, you’ve gained the trust of the customer and that can go a long way.
- Listen to your customers. Hear people out. They don’t complain or come to you with problems simply to hear themselves talk. Interrupting is rude and off-putting. Let someone say their peace before you respond. Think about your answers carefully before giving them. Don’t accuse or ask questions that sound like you’re leading up to refusing to help. A lot of times, customer issues can be resolved simply by listening and offering a solution to the problem.
- Be genuine. People can sense when you’re being sarcastic or talking down to them. Don’t assume that you know a person’s circumstance based on how they look or dress. Treat everyone as an equal and give them the benefit of the doubt. Be friendly, but not overly friendly.
- Keep the company brand image in mind. Whatever you do, make sure that you are representing your company in the light that they wish to be represented. Keep an eye on the top sales people and managers. Take note of how they interact with other employees and customers. Keeping yourself in line with how the company wants you to appear can help you to appear how the company wants you to, to the customers.
- Be helpful. Apologize if someone has a problem, instead of making excuses or placing blame elsewhere. Immediately follow the apology with a solution to the problem. If the customer is not happy with your suggestion, ask them what would make it right for them. If you are unable to comply, let them know that you would still like to help and ask for managerial assistance right away. If people feel that you are genuinely trying to help, they will be more likely to compromise if it is necessary.
About the Author: John Garvey is on the staff of Only Garment Racks, a leading online source of clothing racks including garment racks. Find a high quality clothing rack or garment rack at http://www.onlygarmentracks.com.