Learn three key things that customers, coworkers, vendors, and managers want and need from their retail customer service experience. Discover the skills necessary to successfully enhance the retail customer service experience.
- There's a lot to learn at your first retail job: how to use the cash register, learning the products, learning the procedures, and of course how to treat customers. It can be overwhelming, but it doesn't have to be. Remember, your customers are people just like you. How do you want to be treated when you go into a retail store? Keep that in mind when you're serving your customers. In the end, your customers only want three things from you when you're serving them. That's right, just three.
You may be thinking, David, my customers want a million things. It's only three. I'll prove it to you. The first thing all your customers want from you is to be heard. Make sure that when you communicate with your customers, you listen intently to what they're saying, whether it's a request, a desire, or even a complaint. The first step to delivering an excellent customer experience is to listen. Don't worry about formulating a response at first. Simply listen. Next, your customers want to feel understood.
If you're truly listening to your customer, you will understand them, what they want, why they're unhappy, or what they're trying to accomplish. Even if you can't accommodate their request, you need to know exactly what that request is so that you can offer the best solutions for that customer. Repeat back any questions, concerns, or solutions to make sure you're on the same page. Finally, your customers want to feel cared for. When you spend your hard-earned money on a product or service, do you want that customer service rep to make you feel like they care about your business, like you're not just another number in the crowd? Absolutely, so keep that in mind when you're communicating and serving your customers.
What can you do to let them know that you care about them and their situation? Make sure you come up with the best solutions you possibly can for every customer, even the difficult ones. Given them some options whenever possible so that they can choose the best solution that's best for them. When you break down all of your customers' desires, requests, and complaints into these three categories, delivering excellent retail customer services becomes a lot easier.