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Retail Customer Service Training
Posted: 01-17-2011 07:17 PM
Views: 3174
Synopsis:
Customer service is a part of every employee's job description regardless of position. This is particularly true in retail stores where customer satisfaction is a determinate in not only the customer's willingness not purchase product but also in their desire to return to the store. Companies make a huge mistake by underestimating the role of repeat business in their bottom line, and the best way to ensure repeat business and healthy profits is to be known for excellent customer service. All employees should work toward excellent customer service. Without it, the company will not succeed and there will be no jobs. Customer service is one of the most important aspects of job security and company survival.
Customer service is a part of every employee's job description regardless of position. This is particularly true in retail stores where customer satisfaction is a determinate in not only the customer's willingness not purchase product but also in their desire to return to the store. Companies make a huge mistake by underestimating the role of repeat business in their bottom line, and the best way to ensure repeat business and healthy profits is to be known for excellent customer service. All employees should work toward excellent customer service. Without it, the company will not succeed and there will be no jobs. Customer service is one of the most important aspects of job security and company survival.
A good standard for an employee is to treat customers as you would want to be treated and remember these expectations. Excellent customer service is what we all expect at any place of business, especially retail stores. Customer service training for retail associates and managers should always include this "golden rule" as one standard to which employees should strive to meet, and it should be a constant reminder throughout their work.
Customers at any place of retail should be, and are, the first priority. Without customers there is no business; and without business, you have no job. As soon as a customer walks into your place of business, the focus should be on them. Greeting the customer correctly is highly important. If you were shopping for an outfit, would you want to be greeted by a sad-faced employee who obviously hates their job? No. Greeting customers with a smile will make them feel invited to shop, free to ask questions and want to spend their money and time at your store.
At times, there will be more customers that come in with a more challenging or difficult demeanor for a reason unbeknownst to you. However, greeting people with a happy, "I love my job" voice will go a long way in making them leave glad they stopped by. Handling the more difficult customer is a valuable topic to discuss in employee training, as we all know that customers do not always enter a store with a smile; but this scenario can also be handled professionally. If you struggle in this area, rest assured as there are proven techniques available to assist.
In retail, checking in with a customer occasionally while they are shopping is an effective way to send the message that the company cares and is grateful for their business. If you happen to notice a shopper looking lost, confused or frustrated, take it upon yourself to ask if they need assistance. Keep yourself educated on all the retail products sold in your store and be prepared for any question. Make sure you know all the answers you may need to assist a customer beforehand, but also be sure to keep your expressions of product knowledge balanced. Bombarding customers with information when they really just want to shop in peace can be a huge turn-off.
For clothing retail stores, be sure to periodically check on customers in the dressing rooms, but do not annoy them by interrupting too often. If they happen to ask for your opinion, always be honest and polite when making suggestions. Once a customer has made their selections and is ready to check out, point them to the register. If you are the register clerk, make sure they found everything okay and to their satisfaction. If they have any complaints or suggestions, take note and possibly suggest them to your manager. After the sale has been finalized, smile and thank them for shopping at your store.
Retail stores should have great customer service and offer regular materials for its employees to remind them of its importance, perhaps customer service videos or handbooks. From beginning to end of any customers shopping experience they should feel wanted, informed and helped. Make the customer feel important, and they will continue to shop at your retail store. Remember, a happy customer today is another customer tomorrow-repeat business is the foundation to a company's future success.
Catherine Rodriguez-Brown is a creative content manager for TrainingABC. TrainingABC is a distributor of customer service training videos and DVDs including the best-selling customer service training video, Give em the Pickle.