For any industry that is interested in nurturing and maintaining a large customer base, customer services might just be their strongest arm. They are there when the customers need product information. And, when they need additional services. Also, when there is a complaint. Customer services can be quite a diverse role to undertake.
Moreover, it can be quite a demanding position to fulfil.
So how do you excel in customer services?
Have you ever heard about Paul’s mum?
She liked everyone. Everywhere she went, she proclaimed she had never met a person that she didn’t like. Nobody had a negative effect on her mood, and wherever she went she made friends. In return, nobody had ever heard a word said about her.
The formula is simple. A smile and a positive attitude.
Paul’s mum never hated anyone because wherever she went, she had a smile. She was always positive. Her positive attitude was infectious. Whatever was happening in a customer’s life, Paul’s mum’s bubbliness would begin each conversation on the right note.
What Paul’s mum teaches is that our own attitude heavily influences our interactions. If we head into each conversation with a positive attitude, then we are more likely to yield positive results.
Clear communication. It’s a concept that you have probably had thrust at you so often it is beginning to get a bit tiresome. It seems obvious and easy to do. It isn’t necessarily so.
The key is to reach each customer individually. There are potentially many things that can thwart a customer from understanding clearly. And old man might not be able to get to grips with instructions in the same way that an eighteen-year-old woman will – especially if there is technology involved.
The trick is to try and speak your customers language. It is more than OK to use a colloquialism when dealing with someone your own age. It is definitely OK to speak respectively to an older generation. And, it is very OK to ask politely: “do you understand what I mean?”.
As a customer services representative your customer should walk away confident about the product you have been selling to them.
Anyone who has ever worked in retail can testify that there are times where the clock works against them. There are ten customers wanting to ask questions. You have a manager stomping through the aisles looking for someone to restock a few items. Someone is getting aggravated and wants to make a complaint and Murphy’s Law dictates that this is the moment you start making mistakes.
Take a breath. Prioritise. Deal with the customers one at a time.
Ticking off each job at the speed of Hussain Bolt might seem impressive. However, it looks unprofessional and promotes foolish inaccuracies that could have been otherwise avoided.
You can only deal with one customer at a time. Whichever customer you deal with deserves the best customer service that you can give them.
Not everyone likes confrontation. And, many people are too polite to “trouble” you with a problem. So, they wander the aisles, or stand somewhere looking uncomfortable. Often, people won’t say anything and will walk out of your shop and go somewhere else.
You might have just lost a sale.
Nobody expects you to be Derren Brown. Nobody expects you to be able to latch onto inner turmoil and discomfort after just looking at someone. But you can respond if someone is looking lost or confused.
If someone catches your eye or looks like they might be wandering aimlessly then speak to them. It isn’t intrusive. It is good customer service. Make sure that every customer is enjoying a positive experience.
You will soon be hitting the busiest sales period of the year. We have Black Friday, and Cyber Monday coming up. And then, of course, there is the dreaded C word. For all of these you are likely to see a significant rise in sales.
You will be busy.
This is a good time to practice your expert skills in customer services.
If there is any feedback or any questions, please leave a comment below. Or contact us if you are interested in an apprenticeship!
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