Learn how to use questions to verbally follow-up with customers at the end of their transaction. With this knowledge, you can rectify anything that went wrong during their interaction and provide a remedy for any other issues.
- Did you know 44% of U.S. consumers switched to a competitor following a poor customer service experience? And 82% of those who switched felt the company could have done something to prevent it. To avoid losing customers, it's important to follow up with them after their transaction while they're still in your store. That way you can ensure your customers always leave happy. It also allows you to make them repeat customers and have them refer others, which means your company benefits and so can you.
There are three simple questions that are essential to following up before they walk out your door. The first question you need to ask every customer at the end of any transaction is, Is there anything else I can do for you today? Why? For two reasons. One, this question may remind your customer of something else that they need or want from you. This saves time for both of you, because now they can get what they need in that moment. And two, it shows your customer that you're there to serve them, and this makes them feel cared for.
The second question you need to ask is, Did I provide you with excellent customer service today? This question can be scary, depending on how your interaction went. But it's crucial. Listen for what they say and also how they say it. For example, if they respond, yeah, I guess so, you need to pick up on their verbal and nonverbal cues. Sometimes your customer's body language, tone of voice, and reactions will not match the words they say.
Don't ignore these signals. Ask another question. Is there anything I could have done differently or can do for you now? That way you have a chance to fix any lingering ill feelings from the customer or correct something that you may have missed initially. Finally, ask, We're always trying to improve. Would you mind giving us your feedback? This may be verbal, an in-store survey card, or an online form. Again, you may feel hesitant to ask this question, but it's super important.
That way, if you or your company find out that the customer's not happy for some reason, you have an opportunity to fix the problem. This might also prevent them from leaving you a negative online review or telling their friends to steer clear of your store. When you're more aware of your customers' experience, you have the chance to adjust your behavior, your strategies, and ultimately your results. Now, when you go back out on the floor, try out these three questions with every customer and see the impact.
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