Learn how to effectively acknowledge customers to keep them happy and reassured as they wait for your service.
- Have you ever been frustrated, waiting in a long line? We've all been there. One of the biggest challenges that you will find in your first retail customer service job is dealing with customers that have to wait. Imagine looking out onto the floor and seeing a long line of frustrated customers, impatiently staring back at you. Taking care of them is one of the most powerful skills you can learn in retail customer service. There are three simple steps to follow. First, acknowledge customers that come into your store.
It can be a verbal acknowledgement, like hi, welcome to Pure Customer Service. We'll be with you as soon as we can. Or it might be a non-verbal acknowledgement of mouthing, we'll be right with you, right? Or holding up your finger and making eye contact and smiling. You may be tempted to look away or avoid acknowledging customers that look upset. But that will only make it worse. Most customers understand that stores get busy and appreciate being acknowledged. Your customer will feel cared for.
Second, when you do finally get a chance to help that customer, thank them for waiting. Nine times out of 10, the customer will be understanding. If you get a customer that is upset, even after you thank them for waiting, apologize. You may say, my apologies for the wait. I know it's frustrating. I'm here now and promise to take excellent care of you. How can I help you? Third, don't rush your current customer to try to get through the line quicker. Give each customer the attention that they need.
If you try and rush 'em, you may miss something and it will cost you more time to fix any mistakes. Serve them quickly, but not at the expense of frustrating the customer even further. Once you put this skill into practice, you'll be able to confidently and effectively deal with any waiting customer that walks into your store.