Learn three key things that customers, co-workers, vendors, and managers want and need from their retail customer service experience. Discover the skills necessary to successfully enhance the retail customer service experience.
- Take a moment and think about what you like to experience when you walk into a retail shop, store, or restaurant. How do you want to be treated? Let's take a look at the three things every one of your customers needs from you in order to have an excellent customer experience. First, all of your customers need to feel heard. They need to know that you hear what they want and what they're trying to accomplish. There are two ways you can listen to people, passive and active.
Passive listening is when you physically hear what the other person is saying, but you're not completely present or focused on that person. You may be thinking about something else in that moment, or even formulating a response in your head before the other person is done talking. This is not how you make retail customers feel heard. The other way is called active listening. This is when you're listening intently to your customer and you're focused on what they're saying, what they want, and how they feel. This is how you make customers feel heard.
Second, your customers need to feel understood. One of the best ways to show your customers that you understand them, is to repeat back the request to them, and clarify any information that they give you. When you repeat it to them, do it in the order that they told you, because usually the most important thing is first, then the next item is the second most important thing, and so on. This let's you know where to focus your efforts when serving them. It's simple to do, and one of the most powerful ways to show your customers that you truly understand them.
And last, your customers need to feel cared for. No one likes to feel like a number or just more money walking into the store. We all want to feel special. Show your customers empathy and be sympathetic to their situation by putting yourself in their shoes. Let me share an example with you. One winter, my family and I were going skiing, and it was going to be the first time for my two young children. We needed to buy the kids snow gear, like pants, jackets, gloves, and hats.
The store was out of stock. So, they were going to send us the clothes and the shipment was supposed to arrive the day before we left for our trip. Well, there was a hiccup in the system and the shipment arrival date was pushed back to the day after we left for our trip. This of course, was no good. I explained our situation to the sales person, and they said the computer wouldn't let them change the date, but they got a manager to override the system to make sure we got our gear on time. Then, they followed up by email to see that we got everything we needed.
Wow. This customer service rep fulfilled all three of my needs. I felt heard, I felt understood, and I felt cared for. They provided my with an excellent customer experience, and you can do the same for your customers too, and get noticed by your boss along the way.
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