Customer service is the keystone to any business and can make or break your business. If you do not provide exceptional customer service your company will not get the customers it needs to survive. Customer service is often considered to be the idea that the customer is always right but it is simpler than that. Customer service comes down to treating the customer the way that you would like to be treated.
Customer service starts from the second a customer walks in the store. Before a customer even gets greeted they are already starting to form an opinion of the employees at the store. You don’t dress nice so that your boss thinks you look good, you dress nice so that customers feel like they are getting top notch service. Every little thing you do to make your uniform, or other attire if you don’t wear a uniform, nice puts you a step ahead of another company or even another associate at your store.
Things like ironing your uniform, transporting it on a hanger, and polishing your shoes are just a few ways that you can make sure that you stand out above the others. For business owners, another great idea is to provide an iron and shoe polish in the employee break room.
There are even some more basic things that help provide a positive view of your company’s customer service. Let’s face it we have all seen sales associates that don’t shower or wash their uniforms regularly. This has to stop. Not only will it bring down your level of customer service, it will upset the other associates.
Now let’s cover the first point of contact. Someone whether it is a cashier, greeter, or security person should be posted at the door to say hello and welcome to the store. When someone gets an enthusiastic hello when arriving at any establishment they feel like they are being treated special. It is acknowledging that they are cared for by the employees.
Customers have been welcomed into your store (or other establishment) and see sharp looking employees, there is only one problem. Every one of those dapper associates is helping someone else. If you do not have someone available to help a customer, you should never leave them waiting. Pause your interaction with the customer and tell any waiting customers that they will be helped soon. Like with greeting them this establishes that they are cared for.
Some basics for every customer interaction that will help you earn that extra smile. Never point at anything. While you may not intend any harm by it, there are people who are insulted by pointing. Instead of pointing try motioning with a bladed hand or pointing with an open hand.
Never eat in front of your customers. If you are on a break find some place to take it, whether it be in the employee break room or at the Starbucks across the street. This shows a lack of caring for the customer.
Wearing your uniform when you are not on the clock not only confuses customers but it frustrates them. When they see someone dressed like all of the other sales associates they expect them to be able to help. So whenever you are coming and going from work wear a coat or take off your uniform.
This is just a glimpse into the customer service world that will help you go that extra smile. Most of these practices have worked for companies that employ them. So next time you are in a store really look at who you go to for help. See how they handle the customer interaction. The best way to learn is to analyze how associates interact with you.