Learn the simple steps on how to consistently deliver a world-class greeting to retail customers to make them feel welcome.
- In retail customer service, your greeting can be one of the most important interactions with your customer. It sets the tone and directly affects their attitude when dealing with you. So, let's look at four keys to a successful greeting in retail customer service. The first key, is to manage your verbal and nonverbal cues. Make sure that when you greet a customer, you smile, make eye contact and have an open stance, meaning no crossed arms or frowning.
Make sure you're not texting, checking your social media or talking to a friend on the phone. Show your customer that they are important and that you care about serving them. Give your customers all your focus and attention in those few seconds. This alone will make your interactions with your customers more enjoyable for them and you. The second key is to greet your customers with a warm welcome. You want your customers to feel comfortable, feel like an invited guest. Somethings you might say are, "Welcome to, "your store name, good to see you.
"My name's David, what's yours?" Greet your customers in a friendly way, like meeting a new friend. This will immediately show your customer that you're friendly. They are important and your time together will be pleasurable. Third, ask intelligent questions. You want to make sure that you know exactly what your customers want and how you can best serve them. If your customer is shopping, you might ask, "How can I help you?" Or, "Is there anything in particular "that you're looking for?" This is a great start to get information from your customer and start building a relationship.
If your customer has a problem like a broken item, or complaint, you might ask, "So I can take "excellent care of you, "would you mind telling me what happened?" This helps you clarify the problem, what the customer wants and how you can provide them with the best solution. A number of years ago, I owned a steak and seafood restaurant in Hollywood. One of our biggest initiatives was to make sure that we greeted every customer in a friendly way, with a big smile and upbeat attitude. That way, our guest felt at ease and comfortable.
When a guest was having trouble deciding what to order, we would ask them, "What are you in the mood for tonight?" Or, "What kinds of dishes are your favorites?" That way, we could suggest to them something that they loved. Our goal was to have every customer enjoy their experience so that they would always leave happy. You need to find out what's important to your customers, so that you can best serve them. Finally, you need to reassure the customer that you're going to take excellent care of them. Whether, they're shopping or looking for a specific item, or checking to see if you have an item in stock.
Let them know you're on it and will do everything you can to get them what they need. If they have a complaint, a billing problem, or return, reassure them that you'll look into it immediately. At the end of the day, isn't that what we all want out of our customer service experience? We want our problems to be solved. So work on your greeting and try different approaches, until you're comfortable with yours and you're consistently having positive customer interactions.
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