It is said ‘Customer is the king (and the queen),’ and that is the truth. Retailers must abide by this rule and, in reference, always provide good customer services. Retail customer service is a key ingredient for developing a loyal base of retail customers. Despite its significance, retailers continue to undermine its importance. Nevertheless, you can see the difference in the results, profits, reputation, customer loyalty, and word of mouth publicity.
Customer services are the services provided to customers before, during, and after the purchase, including any assistance or advice. The main aim of good customer service in retail is to keep the customers happy, satisfied, and content with the retail store experience. Quality of the retail customer services that you provide develops a good perception of the brand in the customers’ minds, resulting in customer loyalty.
As a retailer, you must understand how important customer service is and make your employees understand its criticality. Moreover, it is a larger responsibility of the salespeople, floor managers, and customer service professionals who face the retail customer daily. They must show the customers that they are welcome and solve their queries or concerns regarding a product or service to show that they care.
If you have any of the questions such as, “How retailers can provide retailing customer services to their best?, How do you deliver good customer services in retail?, or What are the important qualities of customer service?”, you can find the answers here.
Read on below to find a list of good customer services tips:
1. The first step to exceptional customer service for a retailer is hiring the right employees for the retail store
eagerness to help retail customers with whatever concerns they have, and a salesperson’s confident personality will lead to better customer interactions. Such positive interactions are a measure of customer service and, in the long run, generate sales numbers for the store and hence, profits.
2. Good customer service requires you to remember your repeat customers, show them that you care for them, and be grateful to them
The customers will be happy with such a lovely gesture because it shows that you remember them. Therefore, a personalized shopping experience for loyal customers is a good customer service tip.
3. A good and appropriate customer greeting is an essential part of a customer services strategy
depending if they are first-time buyers or repeat customers. Nevertheless, the variation in the greeting techniques is also critical since it can look boring, scripted, and the customer may not feel special. For the first-time customers, just a “How are you doing?, How did you hear about us?, or Whose shopping is going on?” can show the customers that the store welcomes them. For loyal customers, a greeting like, “It’s great to see you again! or How have you been?” sounds like exceptional customer service.
Some other greeting methods may include, “Can I help you find what you are looking for?” Or “Should I bring a basket for you?” when you feel customers are not sure of the purchase or need some help. Some retail stores greet customers by praising the customers on their dress or shoes, but it should not be a strong comment, just a slight mention with a smile. Whatever the greetings are, just make sure that you make your customers feel special.
4. Providing good customer service requires retailers to adopt the right technologies for a seamless customer experience
Whether it’s a small, medium-sized, or large retail store, it is extremely critical to provide a seamless experience to customers in your retail stores to improve your customer services. This is possible by investing in the right technologies so that customers’ touchpoints with the store are efficient and effective. One of the most important technologies is the POS system, making the billing process faster and accurate.
Retailers must invest in a POS system that improves all their processes in the store and helps them manage their customers well. Specifically, features such as:
Besides the POS system, retailers can invest in customer service platforms to improve their customer service in the retail store to help them with word-of-mouth publicity.
5. Store employees’ ample product knowledge, information about business policies, and a basic understanding of handling customers improves customer service in retail
essential for good customer service. A thorough understanding of the business policies surrounding gift cards, returns, promotions, exchanges, and any other policies gives you the option to avoid any inconsistency with customers.
Customers get frustrated when they ask a question, and the salesperson responds with, “I am not aware of it.” If the salesperson is unsure about a policy when asked by a customer, it is better to respond with a statement like “I’ll just clarify it with my seniors and get back to you.” Frustrated customers may lead to negative word of mouth publicity. Therefore, better customer service requires store employees to be familiar with your retail business.
6. Store associates’ efforts in educating customers, helping with the purchase, and apologizing in a wrong situation garner points of retailer customer service
Since the retail store associates are aware of all the products available at their store, they can educate customers about the various features and benefits of each brand and help them select the best possible option for their needs.
There are situations wherein shoppers came with a defined need but could not find a solution or the store’s stocks had finished. These are the situations when retailing customer service is tested. In such situations, retail associates can offer a sincere apology for the difficulties customers faced, even if it is not their error. Such apologies ensure customers that the retailer cares for you, and they might return to the stores for the same or other purchases later.
With such a big market for every product where multiple options exist, customers always have various options to choose from and change the choice based on previous experience. Therefore, retailers must give customer service the priority that it deserves.
Retailers, just get going with these tips and try to be honest with your efforts. Make good customer service a critical tool of your retail store so that customers enjoy the shopping experience along with the product/service they purchase from you.