In-Store Connections: How to Teach Employees Better Customer Service
16 Oct, 2015 | Tags: customer service, tips
To attract customers, you have to set your business apart from all others in your industry. You can accomplish this by making your products or services spectacular, but attractive offerings only make up one part of the equation. You also have to make your clientele feel welcome by providing better customer service.
Look through the tips below to improve your customer service skills and your employees’ skills as well. Together, you and your staff can transform your company into a business customers adore.
Don’t Neglect Online Customers
Every modern company needs an online presence. But you can’t just stop at a website. You also have to give customers a way to interact with your business over the Internet. Your online customers likely have more questions than people who visit your store, so use a service like Enterprise instant messaging (preferably on your website) and social media platforms to give your clientele someone to contact.
You don’t have to have a presence on every social media website, but make sure you at least use Facebook, Twitter, and LinkedIn. Hire a team or a third-party partner to handle these online interactions for you. Make sure they are trained to know how to handle all questions they might encounter.
Don’t Waste Time on Distractions
When business gets slow, you and your employees might feel tempted to chat, watch movies, play games, or do things that distract you from the storefront or the sales floor. But you cannot give in to this temptation. Have your employees on alert at all times so they can welcome customers to your business and ask them if they need assistance. You’ll likely have fewer frustrated shoppers with this strategy.
Ask Every Customer If There’s Anything You Can Do to Help Him or Her
Even if a customer looks like they simply want to browse, your employees should still greet them and ask if they can be of assistance. A smile and greeting show customers you care about their opinion, and they’ll more likely turn into repeat customers as a result. Additionally, if you ask every customer if he or she needs help, no shopper will leave dissatisfied.
Remember to Treat Each Customer with Respect—Be Genuine
You’ll likely see a few angry customers from time to time. They may have had a bad day, or maybe had a bad experience with a product or service. But not matter what they say or do, you have to treat them with respect. Teach your employees to exercise patience and understanding. Teach them to smile and stay calm and courteous in the face of anger.
When your employees treat your clientele with respect, they can resolve many emotional problems. And even if they can’t fix problems, they can at least avoid making them worse.
Have an Intimate Knowledge of Products and Services
Sometimes customers feel frustrated because they ask the staff questions and get lackluster answers. Train each of your employees on every aspect of your business so they can answer every question thoroughly.
Customer service plays an important role in your business’s success. Boost your company’s ratings and revenue by implementing the tips in this list.