Learn about the importance of delivering excellent retail customer service for the employee. Learn the motivations for delivering excellent customer service and how to apply some techniques.
- Think about when you've accomplished anything worthwhile in your life. I'll bet you likely had a compelling why to do it. If you're going to take your retail customer service skills to the next level, you also need to understand why. So let's look at how delivering excellent customer service can really impact your life. First, delivering excellent retail customer service affects your paycheck. When you do this right, you'll help attract more customers into the business.
Let's say you work for a clothing store. When you offer great service when helping someone shop, they'll spend more money. They'll come back over and over again and leave you five-star reviews online. They'll tell their friends, they'll tell their family and coworkers, and help to continue to grow your business. By the way, did you know it's seven times more expensive to attract a new customer through marketing than to keep a current customer and get free referrals? With more money coming into the business, there's now more potential for you to get a raise.
Especially if you're contributing to the growth by helping to create customers that love you and the business. Next, when you deliver excellent retail customer service, you're creating more growth opportunities for yourself within the company. As you help attract more customers and keep them coming back, you're demonstrating to your managers and coworkers that you're an integral part of the team. You also exhibit leadership skills. And you'll be more likely to get promoted when the opportunity arises. In contrast, if you're not delivering excellent customer service, and customers stop coming back, you're contributing to the decline of the business.
Less revenue, poor online reviews, that can turn into job cuts. You can make a positive impact and a difference during your shifts. Your performance will also inspire those around you to perform at a higher level. And last, remember, customers are your livelihood. Without customers, there's no business. Pretty straight-forward and simple concept right? Imagine all the things that customers allow you to do. Pay your rent, or your mortgage, make your car payment, put food on the table, pay for school or even vacations.
Your customers make all of this possible by sustaining your business and providing you with a job, even the difficult customers. Now it's your turn define for yourself, why it's important to deliver excellent retail customer service. Take a few minutes and write down three reasons that are important to you for delivering excellent customer service. There's no right or wrong answers, is there something you want to buy, a vacation you want to take, or something you want to create? Visualize your customers providing that for you because they can and they will.
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