Good retail customer service skills seem to be a dying art these days. Retail customer service skills are easy to develop if you have ever been shopping yourself; just think about it from the shopper's perspective. The following list reviews the top five retail customer service skills.
Say hello and let your customers know you're available to help if needed. Take your cue for further interaction from your customer's response. Some customers like hands-on service; others feel intruded upon if the clerk hovers too closely. Simply be nearby and available if needed. Remember which customers you have greeted--nothing is more irritating than being greeted every five minutes by a clerk who isn't even looking at you.
Never ask a customer to wait while you perform a task that could wait until later. Finishing up a task on the computer, answering a telephone call, unloading a truck or stocking are all tasks that can wait. Your customer is waiting with money in her hand; that always takes priority!
Make shopping a pleasant experience for your customer by projecting a positive attitude and a smile. Don't complain about your day, your job, your company, or other customers. It makes you and your company look bad, and your customer wish she had gone elsewhere to shop.
Offer to check the stock room for requested merchandise, offer to help with selection or arrangement, offer to assist with carrying packages or opening doors. Excellent service is what customers will remember most about your store, and will cause them to return in the future and to recommend you to others.
First, assure your customer that you will remedy the problem; offer explanations later. Giving explanations or excuses first can anger an already upset customer, who is still wondering whether you will fix her problem. This just causes more hostility and, very likely, an explosion. Always start with something like "I'm sorry, Ma'am, let me fix that for you....."
Never forget to say good-bye to departing customers and thank them for shopping in your store, especially if they have made a purchase.
Your competition will certainly remember if you don't.
Great tips for customer service. H5
Thanks, ladies. I've worked quite a few retail jobs, and that's all my husband has ever done. I guess you could say it's in the blood.
Wonderful customer seervice tips! I want to shop at your store! :)
I think you should teach a class on "How to keep customers coming back." Wish more sales/customer service personnel would practice these tips.
select one here...