Learn how to assess your retail customer service skills so you can continually grow, improve, and offer your clients a world-class experience.
- I have a question for you. Who's your favorite athlete? Or a singer? Or actor? Would you say these people are world-class at what they do? If that's true, then how did they get to that level? Through practice, dedication, and then more practice. You can deliver a world-class retail customer service experience for every one of your customers, but it takes practice. With practice, you'll be able to deliver the best strategies and verbiage to offer world-class customer service and have fun doing it.
Here's the thing, how does your favorite athlete, singer, or actor stay at that world-class level? They're constantly looking to improve and they're always learning and assessing their performance. As they do this, they continue to get better and better, you can do the same. Here are a few keys to self-assessment that'll ensure your constantly improving your skills in retail customer service. If you want to excel at what you do, you have to get honest with yourself first.
So, after each customer interaction, rate your level of service on a scale from one to five, with five being excellent and one being poor. You don't have to beat yourself up when you take a misstep, but you have to be willing to admit to yourself, that you took a misstep. Next, ask yourself this question. What could I have done to make it a five? Write down your answers in a journal or on a piece of paper, that way, now you have your own personalized best practices resource for your job.
Record the things you do that work and the things you do that don't work. Once you know this information, it becomes easier and easier to do what works and enhance the customer experience. Last, take your improvement ideas and try them out on your next customer. This can dramatically improve your customer service results. You'll also know the nuances that work in your industry, or your business specifically. Let's say a customer comes into your store while you're checking your social media accounts.
You're so into your post that you don't notice the customer come in. Finally, after standing there unacknowledged, the customer clears their throat and frowns at you. Then they tell you what they want, you go get the item, you pull out the wrong one, you try to save the transaction and still make the sale, but clearly the customer is not ecstatic. Let's say you give yourself a three out of five on that transaction. You're feeling generous that day.
Learning from your mistakes for the next customer, you'll be attentive. You'll acknowledge them. Focus on them and clarify what they want so you get it right the first time. Save your social media updates until break time, off the floor. When you're constantly improving your customer service skills, customer by customer, transaction by transaction, shift by shift, you will become world-class.
In this course, learn techniques to deal with upset customers, and show empathy with active listening. Instructor and customer service expert David Brownlee—the author of Rock Star Customer Service—also provides etiquette tips to ensure quality service at every point of interaction: from the moment customers walk in the door to keeping them happy while they're on hold.
- Why it matters to deliver good service
- Creating a positive attitude
- Delivering a good first impression
- Dealing with upset customers
- How to listen
- Retail etiquette, including phone etiquette